Listening to Our Clients: 2025 Survey Results

“Everyone is very kind and I am so grateful for the services that I receive.” – BNC Client

Each year, we ask our clients to share their experiences with us through an annual survey. Their feedback helps us understand what we’re doing well and where we can improve. In 2025, we received 313 total responses - a decrease from 436 responses in 2024. While our goal remains 500 responses each year, every voice matters, and we are grateful to those who took the time to share their perspective.

What We Heard

Several key themes emerged from this year’s survey:

• High satisfaction with care: Most clients expressed deep appreciation for our staff and shared that treatment is making a positive difference in their lives.

• Opportunities for improvement: Clients also noted concerns around scheduling appointments and communication with providers. These are areas we are actively reviewing and working to strengthen.

Understanding the Numbers

One tool we use to measure client experience is the Net Promoter Score (NPS), which reflects client loyalty on a scale of -100 to +100. This year’s results showed differences across teams when comparing pre- and post-workforce reduction data. It is too soon to know whether these shifts are temporary reactions to staffing changes or if they will be longer-term trends.

We also noticed a decline in survey submissions overall, which may be connected to changes in how the survey was distributed. In the past, surveys were often shared in person - at the front desk, by individual providers, or at community events. This year, our new platform, Feedtrail, emphasized digital outreach, with texting as the primary method. While convenient, this approach introduced new challenges, including stricter filters and an easier unsubscribe option that likely reduced participation.

29 NPS

Moving Forward

As we continue refining our survey process, we are exploring a balance of both digital and in-person reminders to ensure more clients have the opportunity to provide feedback. Every response is important to us, and we remain committed to listening, learning, and improving based on what our clients share.

Our clients’ voices help us grow and ensure that our services truly meet the needs of our community. Thank you to everyone who participated in the 2025 survey—you are helping shape the future of care at the Bert Nash Center.

In addition to our yearly survey, anyone can leave feedback at https://www.bertnash.org/feedback or contact us directly at feedback@bertnash.org.