Evaluating client perceptions to improve service delivery: Individualized attention to address disabilities

Abstract

A nonprofit organization providing outdoor adaptive therapeutic recreational services routinely administered a customer satisfaction survey to participants. This study analyzed the quantitative and qualitative responses to assess how well participant perceptions reflected the organization’s stated mission to enhance “the quality of life for people with disabilities.” Overall, responses supported the mission, reflecting expressions of empowerment and independence through supportive challenges. Individual responses also reflected a positive, people-centered organizational culture. Another recurrent theme was the importance of individualized adaptations in programing and equipment. Participants also identified areas for improvement. Although not required for funding, nonprofit therapeutic recreation organizations can benefit from formal program evaluation processes which incorporate participant feedback.