Q1
How helpful was the information you received?
Why We Ask
Measures satisfaction with latest contact.
Deeper Rationale
Measures whether communication helped move the process forward.
About This Survey
Property tax rebate programs help eligible homeowners reduce their tax burden. This survey focuses on the most recent interaction for specific, actionable feedback.
Psychometrically Sound Design
This survey follows best practices for clarity, bias reduction, consistency, and anonymity. All questions use consistent rating scales, avoid leading language, specify timeframes where appropriate, and include "Not Applicable" options to ensure accurate feedback.
Star Rating Questions
Thinking about your most recent interaction
Q2
How clear were the instructions you received?
Why We Ask
Tracks whether communication is easy to follow.
Deeper Rationale
Clear instructions reduce errors and frustration.
Q3
How easy was it to get the help you needed?
Why We Ask
Identifies barriers to accessing support.
Deeper Rationale
Surfaces access issues like wait times or complexity.
Q4
How respectful were the staff during this interaction?
Why We Ask
Measures quality of staff interactions.
Deeper Rationale
Respectful interactions encourage continued engagement.
Q5
How confident do you feel about what will happen next?
Why We Ask
Captures clarity about next steps.
Deeper Rationale
Confidence indicates clear communication about timelines.
Q6
How quickly did you get help during this interaction?
Why We Ask
Evaluates responsiveness and timeliness.
Deeper Rationale
Provides feedback on operational capacity and staffing.
Free Text Questions
Open-ended questions capture qualitative insights that ratings cannot reveal. These questions help identify specific strengths and actionable improvements.
FT1
What was the most helpful part of this service for you?
Why We Ask
Identifies key strengths that should be maintained.
Deeper Rationale
This strength-based question helps services understand what's working well from the participant's perspective.
FT2
What is one thing we could change to make this service better?
Why We Ask
Captures constructive suggestions for improvement.
Deeper Rationale
By asking for 'one thing,' we reduce cognitive burden while still gathering actionable feedback.
Demographic Questions
Demographic questions remain minimal and relevant to protect anonymity while enabling equity analysis. All demographic questions are optional.
D1
What is your age group? (Under 18, 18-24, 25-44, 45-64, 65+)
Why We Ask
Allows analysis by age group.
Deeper Rationale
Age correlates with different needs and experiences. Enables equity analysis.
D2
What is your gender? (Male, Female, Non-binary, Prefer not to say)
Why We Ask
Supports equity and inclusivity monitoring.
Deeper Rationale
Gender can affect service experiences. Inclusive options signal welcome to all.
D3
What is your race/ethnicity? (Select all that apply)
Why We Ask
Helps assess equitable service reach.
Deeper Rationale
Racial equity requires measurement. Enables identification of disparities.