Missouri WIC Customer Satisfaction Survey Fiscal Year 2008.

Missouri WIC Customer Satisfaction Survey

Fiscal Year 2008

Overall Purposes of the Survey

To determine how Missouri WIC can improve To determine how Missouri WIC can improve service for non-native English speaking service for non-native English speaking participants;participants;

To determine how service needs differ between To determine how service needs differ between English and non-native English speaking English and non-native English speaking participants;participants;

To determine how service needs differ among To determine how service needs differ among specific groups of non-native English speaking specific groups of non-native English speaking participants.participants.

Sampling Method

A language proficiency summary report was A language proficiency summary report was generated from the DSS DCN assignment data generated from the DSS DCN assignment data system which collects the language spoken by system which collects the language spoken by participantparticipant;;

21 local WIC providers were selected to 21 local WIC providers were selected to participate in the FY 2008 WIC Customer participate in the FY 2008 WIC Customer Satisfaction Survey based on the number of Satisfaction Survey based on the number of

participants who spoke various languagesparticipants who spoke various languages..

Selected Local WIC Providers

NW – St. Joseph/Buchanan, Platte, Truman, Crescent, NW – St. Joseph/Buchanan, Platte, Truman, Crescent,

Samuel Rodgers, and St. LukesSamuel Rodgers, and St. Lukes

NE – SalineNE – Saline

C – Columbia-Boone and PettisC – Columbia-Boone and Pettis

SE – Dunklin and HowellSE – Dunklin and Howell

SW – Barry, Springfield-Greene, Joplin, McDonald, Newton,SW – Barry, Springfield-Greene, Joplin, McDonald, Newton,

and Taneyand Taney

E - St. Charles, St. Louis HDC, Family Care, and E - St. Charles, St. Louis HDC, Family Care, and

Grace HillGrace Hill

Language of Surveys Returned

20 local WIC providers returned surveys in 20 local WIC providers returned surveys in English and Spanish;English and Spanish;

The following local WIC providers also returned The following local WIC providers also returned surveys in other languages:surveys in other languages:

Pettis and Springfield – RussianPettis and Springfield – Russian

Truman – Somali & ArabicTruman – Somali & Arabic

Crescent – ArabicCrescent – Arabic

Samuel Rodgers – Somali, Vietnamese & ArabicSamuel Rodgers – Somali, Vietnamese & Arabic

Language of Surveys Returned (continued)

St. Louis HDC – Somali, Bosnian, Vietnamese, St. Louis HDC – Somali, Bosnian, Vietnamese,

Arabic, & RussianArabic, & Russian

Family Care – Somali, Bosnian, Vietnamese, &Family Care – Somali, Bosnian, Vietnamese, &

ArabicArabic

Grace Hill - VietnameseGrace Hill - Vietnamese

Survey Instrument The FY 2006 survey instrument was developed by The FY 2006 survey instrument was developed by

consultants from Sinclair School of Nursing, consultants from Sinclair School of Nursing, University of Missouri-Columbia and the MO University of Missouri-Columbia and the MO WIC Cultural Competency Team based on WIC Cultural Competency Team based on research questions provided by the Cultural research questions provided by the Cultural Competency Team; Competency Team;

The Missouri WIC Program revised the content The Missouri WIC Program revised the content and format to include additional education & FI and format to include additional education & FI redemption questions in the FY 2008 WIC redemption questions in the FY 2008 WIC Customer Satisfaction Survey. Customer Satisfaction Survey.

Distribution of Completed Surveys (FY 2008)

LanguageLanguage Response RateResponse Rate Completed SurveysCompleted Surveys

EnglishEnglish 100.0%100.0% 808808

SpanishSpanish 68.7%68.7% 506506

SomaliSomali 26.7%26.7% 4444

BosnianBosnian 37.1%37.1% 2727

VietnameseVietnamese 73.3%73.3% 5454

ArabicArabic 29.3%29.3% 2222

RussianRussian 75.7%75.7% 5353

Total Total 81.8%81.8% 1,5141,514

Categories of Questions for Evaluation

Application and education processesApplication and education processes WIC staff and vendorsWIC staff and vendors WIC checksWIC checks Favorite things and hard requirementsFavorite things and hard requirements Overall satisfactionOverall satisfaction

How did you first find out about the WIC Program?

64.5

0.9 0.5

12.9

0.2

68.4

0.8 2.7 5.01.3

23.1 22.9

0

10

20

30

40

50

60

70

80

Familymembers or

friends

Doctor or nurse Grocery storeor pharmacy

Radio, TV,newspaper,

brocher, or flyer

Social service Church,mosque,temple,

synagogue, orreligious leader

Per

cent

age

English Survey (FY 08) Non-English Survey (FY 08)

How would you describe the application process?

0.90.27.1

91.8

3.02.7

16.9

77.5

0.00.0

9.3

90.7

2.23.3

13.5

80.9

0

10

20

30

40

50

60

70

80

90

100

Easy Somewhat difficult Difficult No response

Per

cen

tage



How would you describe the process of having height, weight and blood samples taken?

89.5

7.71.7 1.1

82.3

11.2

3.1 3.4

91.1

8.0

0.9 0.0

8.22.7 1.6

87.4

0

10

20

30

40

50

60

70

80

90

100


Per

cen

tage



How would you describe the nutrition assessment process?

88.4

9.7

1.4 0.6

78.0

14.3

4.2 3.4

0

10

20

30

40

50

60

70

80

90

100


Per

cen

tage


How would you describe the nutrition education receive at this WIC office?

88.4

9.7

1.4 0.6

78.0

14.3

4.2 3.4

0

10

20

30

40

50

60

70

80

90

100

Helpful Somewhat helpful Not helpful No response

Per

cen

tage


The WIC food list with pictures is…

6.1 5.01.10.5

3.7

94.7

3.11.4

10.2

85.3

0.90.5

92.5

2.80.8

91.4

0

10

20

30

40

50

60

70

80

90

100

Helpful Somewhat helpful Not helpful No response

Per

cen

tage



If WIC could give you information about nutrition in any of the following ways, which would you choose?

54.2

17.811.4

18.9

41.1

50.8

23.416.7

4.4

26.9

0

10

20

30

40

50

60

70

80

90

100

Talk to a nutritionist Attend a nutritionclass

Check out nutritionbooks/videos/CDs

Complete an internet-based nutrition

education

Take home a packetof nutritioninformation

Per

cen

tage


Do you have access to the internet?

51.5

13.2

23.0 22.8

1.9

25.9

5.9 7.2

36.5

25.2

0

10

20

30

40

50

60

70

80

90

100

Home Work/School Publis library No access Don't know howto use internet

Per

cen

tage


The staff at this office use words that I understand

5.40.4 1.1

18.1

2.7 5.0

90.1

8.5

0.0 1.4

14.6

2.5 2.8

93.1

74.2

80.2

0

10

20

30

40

50

60

70

80

90

100

Always Sometimes Never No response

Per

cen

tage



The staff at this WIC office are helpful

0.6 0.50.8 3.15.9

92.9

7.4

88.7

0

10

20

30

40

50

60

70

80

90

100


Per

cen

tage


The cashiers at the WIC store or pharmacy are helpful

70.4

24.3

1.14.2

74.8

19.0

2.4 3.8

0

10

20

30

40

50

60

70

80

90

100


Per

cen

tage


The store that I shop has the WIC foods I want

63.6

33.8

1.4 1.2

77.3

17.4

2.0 3.3

0

10

20

30

40

50

60

70

80

90

100


Per

cent

age


I use all the WIC checks I am given

79.2

15.0

2.1 3.7

87.8

5.50.8

5.8

0

10

20

30

40

50

60

70

80

90

100


Per

cen

tage


If you don’t use all your WIC checks, why not? (N=183, 138 ELS participants and 45 NELS participants)

55.1

18.826.8

33.3 31.1

8.9

0

10

20

30

40

50

60

70

80

90

100

The checks expire before Ican use them

We don't need all of the foodwe get on WIC

I just forget to use the lastcheck

Per

cen

tage


Which three things do you like most about the WIC program?

65.070.3

58.860.3

50.4

38.2

0

10

20

30

40

50

60

70

80

90

100

Information on healthy eatingand lifestyle choices

checks for healthy foods Checks for infant formula

Per

cen

tage


Which three of the following WIC requirements are the hardest for you?

41.0

21.7

33.5

42.6

32.6 30.7 28.6

22.5

0

10

20

30

40

50

60

70

80

Keeping appointments Completing forms Attending nutritioneducation sessions

Bringing in mychildren

Per

cen

tage


How would you rate the services you receive from the WIC program?

71.967.6

23.4

2.8 5.7

70.4

2.3

74.9

0.5 3.20.41.4

23.1

0.6 1.40.0

25.8

2.51.4

20.7

0

10

20

30

40

50

60

70

80

90

100

Excellent Good Fair Poor No response

Per

cen

tage

English Survey (FY08) Non-English Survey (FY 08)


Is English your first language?

4.7 3.38.8

15.29.4

2.82.5

92.0

76.1

87.882.3

15.2

0

10

20

30

40

50

60

70

80

90

100

Yes No No response

Per

cen

tage

English Survey (FY 2008) Non-English Survey (FY 2008)English Survey (FY 2006) Non-English Survey (FY 2006)

How well do you speak English?

9.3

17.4

41.3

26.8

5.26.6

24.4

37.8

13.817.5

0

10

20

30

40

50

60

I speak English justas well as my first

language

I speak English well,but not as well as my

first language

I speak some English I do not speak anyEnglish

No response

Per

cen

tage

Non-English Survey (FY 08) Non-English Survey (FY 06)

How often do you need an interpreter when you come to the WIC office?

33.3 34.130.0

2.6

19.8

32.630.1

17.5

0

10

20

30

40

50

60


Per

cen

tage

Non-English Survey (FY 08) Non-English Survey (FY 06)

Conclusions

Both ELS and NELS participants in FY 2008 were Both ELS and NELS participants in FY 2008 were very satisfied with most aspects of the WIC very satisfied with most aspects of the WIC program.program.

Improvements are recommended if more than 20% Improvements are recommended if more than 20% of participants from one or both groups chose the of participants from one or both groups chose the

less positive responses.less positive responses.

Conclusions (continued)

> 20% of the participants who completed Somali > 20% of the participants who completed Somali and Vietnamese surveys said that the application and Vietnamese surveys said that the application process and nutrition assessment process were process and nutrition assessment process were “somewhat difficult” or “difficult”;“somewhat difficult” or “difficult”;

> 20% of the participants who completed Somali > 20% of the participants who completed Somali surveys said that the WIC food list with pictures surveys said that the WIC food list with pictures was “somewhat difficult to understand” or was “somewhat difficult to understand” or “difficult to understand”;“difficult to understand”;

Conclusions (continued)

> 20% of the participants who completed Somali, > 20% of the participants who completed Somali, Vietnamese and Arabic surveys said that they Vietnamese and Arabic surveys said that they “sometimes” or “never” understand the words “sometimes” or “never” understand the words used by WIC staff.used by WIC staff.

Recommendations

Vendor Survey: One specific program component Vendor Survey: One specific program component should be investigated - WIC vendors. Although should be investigated - WIC vendors. Although more than half of participants from both groups more than half of participants from both groups responded favorably to questions about WIC responded favorably to questions about WIC vendors, these proportions were much lower than vendors, these proportions were much lower than those for other topics. those for other topics.

Recommendations (continued)

Provide brief Spanish language training on words Provide brief Spanish language training on words or phrases specific to WIC. Provide refresher or phrases specific to WIC. Provide refresher Cultural Competency training for local WIC Cultural Competency training for local WIC providers in the metropolitan areas due to the providers in the metropolitan areas due to the more diverse populations being served by these more diverse populations being served by these agencies.agencies.

Provide more interpreters and translated Provide more interpreters and translated educational materials to some of the WIC educational materials to some of the WIC participants whose native language is not English. participants whose native language is not English.

Recommendations (continued)

Local WIC providers should consider scheduling Local WIC providers should consider scheduling individual counseling sessions for some NELS individual counseling sessions for some NELS participants, especially for the Vietnamese, Somali participants, especially for the Vietnamese, Somali and Arabic populations.and Arabic populations.

Encourage local WIC providers to use alternative Encourage local WIC providers to use alternative methods to provide nutrition education in addition methods to provide nutrition education in addition to individual and group nutrition sessions. Develop to individual and group nutrition sessions. Develop web-based nutrition education modules for ELS web-based nutrition education modules for ELS participants, and take home nutrition education participants, and take home nutrition education modules for both ELS and NELS participants.modules for both ELS and NELS participants.

Missouri WIC Customer Satisfaction Survey Fiscal Year 2008.

Documents

Transcript of Missouri WIC Customer Satisfaction Survey Fiscal Year 2008.