HireAbility Vermont partnered with MDR to conduct the 2024 Consumer Satisfaction Survey, a biennial initiative designed to assess the experiences of individuals receiving vocational rehabilitation and independent living services. The survey targeted both current consumers with open cases and former consumers whose cases had closed within the past 12 months. The goal was to evaluate service quality, identify areas for improvement, and support strategic planning efforts to enhance employment outcomes and independence for individuals with disabilities across Vermont.
MDR implemented a stratified sampling approach to ensure representation across Vermont’s 12 service districts and three case statuses: open, closed successfully, and closed unsuccessfully. Data collection occurred between September 18 and December 1, 2024, using both telephone and online survey modes. A total of 702 surveys were completed. The survey achieved a 42% response rate and a 79% cooperation rate. Data were weighted by age, gender, region, race, disability category, and case status to reflect the broader consumer population.
The survey instrument covered a wide range of topics, including overall satisfaction, counselor interactions, consumer involvement, goal achievement, accessibility, application process, dispute resolution, benefits counseling, and job placement.
MDR provided a full suite of research services, including survey design, programming, data collection, weighting, analysis, and reporting. Deliverables included a detailed dataset, core metric dashboards, regional comparisons, and a comprehensive presentation of findings. MDR also synthesized consumer feedback into actionable insights, highlighting areas for quality improvement such as staffing, communication, service awareness, and job placement support.
This project stands out for its longitudinal tracking of consumer satisfaction metrics dating back to 2016, enabling HireAbility Vermont to monitor trends and make data-driven decisions. The inclusion of diversity, equity, and inclusion (DEI) measures and attention to remote service delivery reflect evolving service models and consumer needs. The survey’s design allowed for nuanced feedback on counselor relationships, service accessibility, and long-term career planning, offering HireAbility Vermont a robust foundation for continuous improvement.
