Industry Partnership

SHS Sector Client Satisfaction Survey

The SHS Sector Client Satisfaction Survey has been run by the Industry Partnership and the NSW Community Housing Industry Association (CHIA) since 2018.

This survey measures satisfaction with services and client outcomes from accessing Specialist Homelessness Services (SHS) and has consistently demonstrated the excellent work of employees across the NSW SHS sector.

Survey Methodology

Each year, NSW SHS providers are invited to register and participate in the survey.

After receiving instruction and guidance on how to administer the survey, participating SHS providers invite their client to complete the Survey.

The survey consists of around 30 standard questions covering: demographics; client experience of the service; client satisfaction with their current living environment; and client outcomes.

The survey is made available online, so it can be completed via an app, downloaded to a tablet, smart phone or computer. Clients can fill in the survey themselves or with the aid of a staff member.

Participation in the survey is entirely voluntary. Informed consent is sought from each client before asking any questions. No personal identifying information is kept and only aggregated data is published.

Survey Resources

Information Booklet


The aims of the 2022 sector-wide SHS survey were multi-fold, including:

  • To offer SHS individualised reports on their users’ experiences, towards informing continuous service improvement. Each participating SHS is supplied a separate report if they collected at least 10 responses on the survey
  • To allow for information sharing across the sector for benchmarking and transparency
  • To obtain data which can be used to demonstrate the impact and performance of the sector

To read more, click below.

Download the report




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