CX Tracker: Amplifying the Voice of our Clients
At Scope, we are committed to empowering our clients and amplifying their voices in everything we do.
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.
Positive Survey Results
The survey results were overwhelmingly positive, with 94% of families and supporters expressing satisfaction with our services. In addition, 98% of respondents indicated they trust Scope to provide high quality supports to their family member, a significant increase from our last survey conducted in 2024. Respondents highlighted their appreciation for consistent, caring staff who take the time to know their loved one and provide tailored personalised supports.
Drivers of Satisfaction
Families who told us they were ‘very satisfied’ with Scope often described how much they value a person-centred approach. Families expect service delivery to encourage independence and client wellbeing, balanced with client’s choice and working with their changes and challenges day to day.
Specifically, family members indicated that the factors key to satisfaction include:
- Staff that are caring, responsive and engaged with clients in a dedicated way
- Consistent staff and management who know the client’s needs and interests well.
- Permanent staff who can personalise communication regarding a client’s progress to families
- Staff who support purposeful activities for clients, especially those that support goal progression, the pursuit of personal interests and social outings and gatherings.
Areas for Improvement
The survey also highlighted areas for improvement. Families and supporters emphasised the need for:
- Reliable staffing levels so that support feels consistent across both metro and regional areas.
- Improved communication and support to navigate SIL transitions.
- Stable, consistent staffing reducing the reliance on casual and agency staff
- Provision of appropriate activities and purposeful interactions between staff and clients.
- Timely and responsive communication regarding client wellbeing, goal progression and general updates.
Our Commitment to Improvement
At Scope, we are committed to addressing these areas and continuously improving our services. We will keep you informed of our progress and look forward to your continued feedback in future surveys.
If you would like to provide further feedback, you can contact our Client Experience Team at [email protected]
Uncle Greg Muir Art Mentorship – Applications open
Clients who use our services in Melbourne, Ballarat or Geelong, are invited to express interest in participating in an arts mentorship that is being run with Arts Access Victoria.
Surveillance technology in SIL accommodation and services
When a loved one is at risk of seizures, frequent falls, or injury, it’s completely natural to want to do everything possible to keep them safe. Families and supporters often ask whether surveillance cameras can be used in SIL homes to help monitor wellbeing.
