What We Heard: 2026 Client Satisfaction Survey Results
Each year, we invite clients to tell us about their experience at the Bert Nash Center, such as what is working well, what could be better, and how we can continue improving care. This feedback is one of the most important ways we listen, learn, and grow. In 2026, 382 clients completed the survey, a 31.27% increase over 2025. We also saw meaningful improvement in our Net Promoter Score (NPS), which rose from 29 to 40, along with gains in “very good” ratings across six of the ten survey questions.
Although our annual goal is to hear from at least 500 clients, we are encouraged by the increased participation and grateful for every person who took the time to share their perspective.
What We Heard
Year after year, clients continue to identify several consistent strengths: caring and helpful staff, a safe and welcoming environment, access to support, and meaningful opportunities to participate in their own treatment planning. At the same time, feedback also points to ongoing challenges around access to care, including appointment wait times, service availability, and whether clients feel their needs are fully being met.
Taken together, this year’s results tell a clear story: clients value the quality of care they receive, and improving timely access remains one of our most important opportunities for growth.
Strong satisfaction with care: Many clients shared appreciation for Bert Nash Center team members and described feeling supported, respected, and helped by their treatment experience.
Clear opportunities to improve access and communication: Clients also noted concerns related to scheduling appointments, communication with providers, and the availability of services. These are areas we are actively reviewing as we work to strengthen the client experience.
Understanding the Numbers
One way we measure client experience is through the Net Promoter Score (NPS), a widely used tool that reflects client loyalty and likelihood to recommend services on a scale from -100 to +100. This year, our overall NPS increased from 29 to 40, a positive sign that more clients are reporting strong confidence in their experience with Bert Nash.
Moving Forward
Looking ahead, we are continuing to refine how we collect and respond to client feedback. That includes exploring a mix of digital and in-person reminders so more clients have the opportunity to share their experiences. Just as importantly, we remain committed to using what we hear to guide meaningful improvements.
Our clients’ voices help shape the future of care at the Bert Nash Center. Thank you to everyone who participated in the 2026 survey. Your feedback helps us celebrate what is working, identify where we can do better, and continue building services that meet the needs of our community.
Feedback is welcome year-round. In addition to the annual survey, anyone can share comments at https://www.bertnash.org/feedback or contact us directly at feedback@bertnash.org.
