BreastScreen Victoria Consumer Satisfaction Survey 2014
BreastScreen Victoria completed its second annual consumer satisfaction survey in 2014. The results demonstrate that BreastScreen Victoria services maintained exceptional levels of service to women across Victoria.
The survey involved over 3,000 phone and online interviews between 19 May and 22 June 2014. Phone interviews were also conducted in-language for CALD women and by an Aboriginal woman for Aboriginal and Torres Strait Islander (ATSI) women. The study specifically covered:
- the registration and booking process
- arrival experience at centre
- screening experience
- overall experience
The research found that over 9 in 10 women (91%) were highly satisfied with their breast screening experience, consolidating strong results achieved in 2013 (where 90% were highly satisfied). Overall, intention to return and willingness to recommend BreastScreen remains high (98% intend to return and 91% extremely likely to recommend).
Women continue to be highly satisfied with the most important aspect of the BreastScreen Victoria service – the procedure itself. A total 91% were highly satisfied, the same level achieved last year. CALD women tend to show slightly lower levels of satisfaction with the procedure compared to women from English speaking backgrounds, due mainly to difficulties in setting expectations around pain and discomfort.
Consumers continue to feel well informed going into the procedure, with main gap still around awareness of the ability to stop the process at any time – of which a quarter of consumers are still unaware. BreastScreen Victoria will use the findings to ensure the Program continues to meet the needs of women.
A poster summarising the survey results will be displayed at all BreastScreen Victoria screening clinics.
Contact us if you would like more information.