“How likely is it that you would recommend (name) to a friend or a colleague?”

This simple question is used to determine a company’s Net Promoter Score (NPS). While the use of NPS as a customer satisfaction measure is becoming more prevalent within the disability sector, it's still not widely understood.

The only tool of its kind, the NPS is quick to complete and easy to understand for the customer, while providing an organisation with qualitative data that is easy to interpret and analyse. In the new DES world of participant choice, it represents an exciting opportunity to gather meaningful customer data to help drive continuous service delivery improvement.

Since July 2017, JobAccess has been using NPS to gather information about customer experience, surveying over 700 employees with disability and over 400 employers who have used the service. Consistently receiving high NPS scores from both groups, JobAccess has been able to use the feedback to both validate service delivery and inform service improvements.

We will share the JobAccess experience with NPS, including actual scores received and practical service delivery changes that have been made, providing an in-depth case study for organisations in the disability space keen to implement this tool.

Daniel Valiente-Riedl

General Manager - JobAccess
WorkFocus Australia

Daniel has over 15 years of experience working in the disability sector. During this time, he has worked in the areas of mental health, intellectual, developmental, acquired and physical disability. Currently the General Manager for JobAccess, Daniel manages a WorkFocus Australia team delivering this award-winning service on behalf of the Australian Government.

Daniel has a passion for working with people and has occupied senior management positions in several organisations including volunteer Directorships in not-for-profit organisations. Daniel was also a part-time teacher at the Sydney Institute of TAFE, delivering courses within the Community and Mental Health Diplomas.

Daniel has completed studies in training and assessment, Management and Human Resources Management, and holds a bachelor’s degree in psychology, a Master of Business Administration and is currently completing a Master of Science in Organisational Psychology.

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