Client Satisfaction and Feedback Survey 2026

Receiving feedback from the people we serve provides us insight as to how we can improve upon your experience. When you complete this survey, you are giving us your insight on how we have engaged with families as well as their experience with us. If you would prefer another form of communication please contact Client Services at 519-631-1492 x 211.

What to Know About Sharing Your Feedback:
This survey will take approximately 10 to 15 minutes to answer. Please answer as many questions as you can; it's okay to skip some. Your responses will be anonymous unless you choose otherwise. You don’t have to share anything you don’t want to – but it would be great if you could be open and honest about your experiences.

What Happens to My Feedback Afterwards?
Your feedback, combined with others', will be read and analyzed by our Quality Assurance department to help us improve our services. For specific complaints, please contact your worker. If you have already spoken to your worker about your complaint and are not satisfied, please feel free to contact their manager. If you have any other questions or concerns, please contact our Quality Assurance department.

Question Title

* 1. Firstly, can you please tell us where you heard about this survey?

FACS Elgin website

Closing letter

Agency building (waiting room, lobby etc.)

Another location (please specify):

How do you Identify?
First, I would like to ask you a few questions about how you identify.
This will help us to better understand the families that we work with, but if you’re uncomfortable with answering any of these questions, you can skip over them.

Question Title

* 2. If you identify as an Indigenous person, are you: (Check all that apply)

First Nation

Inuit

Métis

Do not know

Prefer not to answer

Another Indigenous Identity (please specify):

Question Title

* 3. What racial group do you identify with? (Check all that apply)

Black (African or Afro-Caribbean/African-Canadian)

Middle Eastern (Arab, Persian or West Asian Descent e.g. Afghani, Iranian, Turk, Kurd)

East Asian (Chinese, Korean, Japanese, Indonesian, Filipino, Vietnamese and other southeastern Asian Descent)

South Asian (Indian Subcontinent Descent, e.g. Indian, Pakistani, Bangladeshi)

Latino (Latin American or Hispanic Descent)

White (European Descent)

Do not know

Prefer not to answer

Another racial identity (please specify):

Question Title

* 4. What gender do you identity with?

Agender

Gender fluid

Gender Non-Conforming

Gender Queer

Man

Non-Binary

Transgender

Woman

Two-Spirit

Questioning / Exploring

Intersex

Prefer not to answer

Another Gender Identity Not Listed Above (please specify):

Now that we know a bit about you, I would like to ask about your most recent experience working with the Society / our agency.

Please rate how much you agree (or disagree) with the following five statements about your most recent experience with our agency.

The following sections contain specific questions that should be rated on a scale from 1 to 5;
Choosing 1 would indicate you strongly disagree with the statement, and choosing 5 indicates you strongly agree.

Question Title

* 5. My caseworker listens to me in a way that shows they really want to understand my family.

Strongly Disagree

Neither Agree Nor Disagree

Strongly Agree

Clear

i We adjusted the number you entered based on the slider’s scale.

Question Title

* 6. My caseworker does what they say they will do.

Strongly Disagree

Neither Agree Nor Disagree

Strongly Agree

Clear

i We adjusted the number you entered based on the slider’s scale.

Question Title

* 7. My caseworker notices what is working well in my family regarding the care, safety and wellbeing of my children.

Strongly Disagree

Neither Agree Nor Disagree

Strongly Agree

Clear

i We adjusted the number you entered based on the slider’s scale.

Question Title

* 8. My caseworker has been clear with me about how they see the concerns about my family situation.

Strongly Disagree

Neither Agree Nor Disagree

Strongly Agree

Clear

i We adjusted the number you entered based on the slider’s scale.

Question Title

* 9. My caseworker and I agree on what we are concerned about.

Strongly Disagree

Neither Agree Nor Disagree

Strongly Agree

Clear

i We adjusted the number you entered based on the slider’s scale.

Question Title

* 10. I felt involved in making plans about what to do.

Strongly Disagree

Neither Agree Nor Disagree

Strongly Agree

Clear

i We adjusted the number you entered based on the slider’s scale.

Question Title

* 11. My caseworker has spent time with my child/ren and has listened to what they say about the problems and what should happen.

Strongly Disagree

Neither Agree Nor Disagree

Strongly Agree

Clear

i We adjusted the number you entered based on the slider’s scale.

Question Title

* 12. My caseworker has made sure my child/ren fully understood what's being done to help them.

Strongly Disagree

Neither Agree Nor Disagree

Strongly Agree

Clear

i We adjusted the number you entered based on the slider’s scale.

Question Title

* 13. My caseworker cares that we solve our problems.

Strongly Disagree

Neither Agree Nor Disagree

Strongly Agree

Clear

i We adjusted the number you entered based on the slider’s scale.

Your experience in your own words

These questions can be answered in your own words, so please type (or get someone to support you in typing) your answers in the space under each of the questions. Please be as open and honest as you can.

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* 14. If you could change one thing about how your worker is working with you, what would it be?

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* 15. Finally, is there anything else you'd like to say about how your worker worked with your family?

Question Title

* 16. This survey is completely anonymous however if you'd like us to contact you, please leave your name and an email or phone number.

Thank you for taking the time to complete this survey.