What Consumer Experience Survey Offers You

PROVIDES A TURNKEY SOLUTION FOR CONSUMER EXPERIENCE AND SATISFACTION DATA COLLECTION

uSPEQ® Consumer Experience Survey offers the ability to capture consumer opinions about your organization without employing a staff of researchers. A subscription includes access to uSPEQ's proprietary questionnaire items, survey distribution, and an easy-to-understand report.

HELPS IDENTIFY AREAS FOR ORGANIZATIONAL QUALITY AND PERFORMANCE IMPROVEMENT

uSPEQ Consumer Experience Survey covers domains and concerns important to consumers, and there is sufficient detail in the questionnaire items and reports to enable your organization to use uSPEQ information to identify potential areas for quality improvement. Quarterly reports can help your organization track performance against goals and facilitate the targeting of quality improvement efforts where consumer experience falls short of the organization's expectations.

IDENTIFIES CHANGES THAT MATTER TO YOUR CONSUMERS

Quality improvement can focus on areas most important to your consumers. The broad-based uSPEQ Consumer Experience Survey development and the array of access, structure, process, and outcomes items help focus your organization's attention on traditional and nontraditional concerns that matter to consumers.

PROVIDES EVIDENCE TO SUPPORT YOUR MARKETING EFFORTS

uSPEQ reports highlight organizational strengths to assist your strategic planning and marketing.

APPLIES TO MANY TYPES OF SERVICES AND POPULATIONS

The uSPEQ Consumer Experience Survey was developed with broad input from providers, consumers, family members, advocates, payers, policymakers, and researchers. It includes items identified by consumers, numerous advisory groups, and providers. The crosscutting nature of uSPEQ Consumer Experience Survey's domains and items makes the questionnaire meaningful across many types of service settings and populations.

OFFERS PSYCHOMETRICALLY SOUND SURVEY

The questionnaire was extensively pilot tested in 2004. Item Response Theory (IRT) and Classical Test Theory (CTT), including construct validity, measures of internal consistency, item correlations, and predictive (criterion) validity, were utilized to further refine the questionnaire in 2005.

In early 2008, uSPEQ underwent another round of data analysis in an effort to reduce the length of the Tier 1 universal items and, at the same time, to validate the psychometric properties of the refined questionnaire. Both qualitative and quantitative analyses were conducted, resulting in uSPEQ version 2.0. The new version features a refined set of 20 universal items and an enriched set of 105 optional items. The optional Tier 2 items are presented in modules corresponding to service fields, e.g., aging services, behavioral health, employment and community services, medical rehabilitation, and opioid treatment programs. The 20 universal items becomes the basis for benchmarking. With Tier 2 items grouped by service area, a subscriber organization can pick and choose from the optional item pool.

ALLOWS FOR COMPARISONS ACROSS CORE ITEMS

For meaningful comparisons to benchmarks, similar providers, and trending for quality improvement, there must be standardization in data items, scales, and data collection methods. Crosscutting universal Tier 1 items are included in all surveys. Characteristics of the organization, its programs, and respondents are also collected from all organizations to allow for additional comparisons and benchmarking.

CUSTOMIZES THE SURVEY TO EACH SUBSCRIBER'S UNIQUE NEEDS

CHOOSE QUESTIONNAIRE TERMINOLOGY

Every provider is unique; therefore, uSPEQ customizes each subscriber's questionnaire to reflect the organizational and program names relevant to the provider's data collection preferences and service culture. uSPEQ allows subscribers to choose between words referring to the service setting, population served, and kinds of services offered (e.g., treatment/care/service). uSPEQ's verb forms can also be adjusted appropriately; e.g., present tense for questionnaires during services and past tense for post-service questionnaires.

CHOOSE WHEN AND HOW OFTEN TO DISTRIBUTE THE QUESTIONNAIRE

The subscriber may choose to distribute the questionnaire at a time meaningful and feasible to its service setting; e.g., during services, at discharge, and/or at follow-up.

CHOOSE HOW TO DISTRIBUTE THE QUESTIONNAIRE

Questionnaires can be distributed online, on paper, or both. The subscriber decides which method it prefers; both methods ensure the confidentiality and anonymity of respondents. Learn more about how respondents' rights are protected on our Privacy and Security page. The uSPEQ database records the data-gathering technique and help received by respondents.

CHOOSE ADDITIONAL ITEMS TO MEET YOUR NEEDS

The subscribing organization can also choose to select optional questionnaire items, which were found during testing to be extremely important to specific program areas.

CHOOSE TO CUSTOMIZE THE QUESTIONNAIRE EVEN MORE!

Subscriber organizations can add a limited number of their own questions in a special section of the questionnaire; these items will be summarized in standard reports and are also available for special reports.

OFFERS TRAINING TO ENSURE A RELIABLE SURVEY PROCESS

A subscriber's guide and training by the uSPEQ staff are used to ensure that each subscriber makes meaningful and careful choices during the customization process. Issues such as timing and method of questionnaire distribution, sampling, and response rate, if appropriate, are discussed directly with the subscriber. The subscriber guide provides the organization with resources to orient and train staff involved in uSPEQ data gathering and interpretation.

INCLUDES A CONSULTATION WITH THE uSPEQ TEAM

As part of the subscription, uSPEQ offers the subscriber organization up to two hours of consultation to provide assistance in:

  • Interpreting reports.
  • Analyzing additional data.
  • Identifying possible quality improvement strategies.
  • Communicating findings to stakeholders.

OFFERS COMPREHENSIVE QUARTERLY REPORTS

A subscription to uSPEQ Consumer Experience Survey includes quarterly reports. The standard reports include:

  • Strengths of the organization.
  • Opportunities for improvement.
  • Item summaries.
  • Custom item summaries.
  • Comparisons over three time periods: the current quarter, the previous quarter, and the previous year.
  • Comparisons by program and by site.
  • Respondent characteristics by program and by site.
  • Respondent comments.

Delivers timely reports

The standard reports will be typically delivered to management within two to four weeks upon survey completion.

PROVIDES OPTIONAL SERVICES

uSPEQ Consumer Experience Survey subscriptions provide the most meaningful information possible. Some providers, however, may wish to receive consultation on data interpretation and quality improvement strategies or custom reporting (e.g., advanced statistical analysis, qualitative analysis, or management reporting). Please contact uSPEQ to learn more about these and other optional services.

OFFERS UNIQUE ADVANTAGES FOR ACCREDITED PROVIDERS

uSPEQ was originally developed to provide a tool and benchmarking to help human service providers meet CARF International standards for information management and performance improvement. While CARF accreditation is not a condition for subscribing to uSPEQ and organizations with CARF-accredited programs are not required to use uSPEQ, uSPEQ Consumer Experience Survey offers unique features to programs and services with CARF accreditation:

  • uSPEQ Consumer Experience Survey helps organizations meet CARF standards in gathering feedback from persons served and potentially in assessing outcomes for persons served.
  • uSPEQ Consumer Experience Survey's crosscutting nature allows administration efficiency across components of a service continuum.
  • uSPEQ Consumer Experience Survey's domains span the concerns of consumers.