Our annual survey from people who use our service

Step One Charity infographic

Every year we ask the people we work with about their views of Step One Charity and their thoughts about the service they received from us.

We collated the feedback we received between October 2019 and September 2020 into our Service User Survey, which we publish annually. For several years we have used feedback submitted on paper forms by people using our services. This year, partly driven as an adaptation to Covid restrictions, we have also set up an online survey to allow people receiving support from our Community Support, Supported Living, Torbay Community Access and Torbay Community Support to submit their responses remotely. The inclusion of an online version of our feedback questionnaire seems to have been helpful and we pushed the response rate for feedback up to to 36%, from 21% last year.

Some notable statistics are arising from our Service User Survey:

  • 92% of respondents stated that they would be likely to recommend Step One’s support to family and friends if they needed similar support.
  • 100% of respondents who had used the Granvue, Torbay Community Access and Torbay Peer Support services would recommend these services to other people.
  • Only 1% of respondents gave negative feedback regarding their experience of working with Step One, and their feedback has been shared within the relevant teams to evaluate where any improvements can be made or services developed.

Lucy Shelley, the author of the report, said:

“People’s sense of what difference Step One’s support had made, and what things they would do differently as a result of the support was encouraging. People commented about how much the support had helped them improve their wellbeing and gave many examples of what they will do to stay well.”

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