NPS isn’t enough to measure NDIS customer satisfaction

Man in wheelchair looks out the window of his apartment

Lately, we’ve been pleased to see organisations taking their approach to customer satisfaction seriously. However, our industry is complicated, our customers often engage proxies and may have difficulties expressing themselves. Worse still, sometimes their accommodation may be under threat if they don’t toe the line. So, this begs the question, are our basic satisfaction measures effective in the NDIS?

The big issue with funding

This chart shows the average cost per decile in funding for 2020-2021. What is fascinating about this chart is that it is controlled for SIL status, age, disability type and presentation intensity. Essentially, this chart isolates the variation that is produced by individual circumstances, interpretations of “reasonable and necessary”, and intra-planner variation. In a nutshell, this chart shows that plans vary wildly even when controlling for intensity, disability type, age and SIL Status.