At Scope, we are committed to empowering our clients and amplifying their voices in everything we do. After a successful 12-month pilot, we're happy to announce that the digital feedback tool, CX Tracker, will now be a permanent part of our resources to better understand and improve our clients' experiences.
The CX Tracker plays a vital role in our Client Participation Framework. This digital tool makes it easy for clients to provide continuous feedback, enabling us to make better decisions together and develop services that better cater to their needs.
Over the 12-month pilot, we received more than 1000 completed surveys through the CX Tracker across 222 sites.
The feedback we received has led to several positive changes, including:
Expanding the CX Tracker Program
Building on this success, CX Tracker devices have been delivered to 180 Social Connection and Supported Independent Living (SIL) sites. These devices will continue to capture valuable client feedback, helping us to listen, understand, and respond to our clients' needs effectively.
In locations without a CX Tracker device, independent interviewers will visit in the coming months to support clients in participating in the program. This ensures that we gather all necessary insights, regardless of the availability of devices and where a client may not be able to engage independently.
You can be involved by encouraging your loved one or family member to participate and share their feedback so that we can continue to evolve our client experience to meet their needs.
Over January and February 2026, Scope conducted a survey to understand the experiences and satisfaction levels of our client families and supporters. This year we invited 1083 family members and supporters to take part and received responses from 276 participants. These responses have provided us with valuable insights into areas of our services, including safety, trust, choice and control, communication, improvement opportunities and service quality.
On Sunday 9 November 2025, The Sunday Age published a story titled “Food choking deaths on rise amid failures in residential care” that mentioned the 2024 death of a Scope client, John, after choking on food. The following statement was provided to The Age to inform the story.
Our CX tracker tool allows us to consistently collect client feedback, enabling us to improve client experience at Scope. This allows us to better understand our clients' needs and refine our services accordingly.
