Your voice matters – 2025 Client Survey results
In September, we invited estara clients to share honest feedback through our annual Client Survey. Thank you to everyone who took part. Hearing directly from you helps us understand what’s working well and what we can do better.
This survey is an important part of our broader client voice program, which also includes:
Our lived experience Consumer Advisory Panel
Ongoing feedback and complaints
Client check-ins
Staff insights from the frontline
Formal surveys like this one
This mix of everyday conversations, formal feedback and lived experience guidance helps us continuously improve together.
A huge thank you also to the 17% of clients who completed the survey this year (up from 8% last year).
What you told us
Overall, feedback was positive.
Our Net Promoter Score increased by 10 points to +41
Client satisfaction was maintained at 77%
What’s working well
You shared that our team treats you with care, empathy and respect, and that your choice, privacy and dignity are upheld.
You also recognised our commitment to client safeguarding and protecting your rights.
This feedback reflects the work of our passionate frontline teams: support workers, client service coordinators and allied health professionals. It means a lot. Thank you.
Where we can do better
Two key areas stood out:
More personalised and regular communication
Improved access to staff when you need them
We’re using this feedback to guide improvements in how we communicate with clients, including clearer updates and easier access to information. In early 2026, we will be focussing on improving our corporate communication in particular. This will include client communications, newsletters and our website content. We are also continuing to review how we roster and support our workforce so you have the right people at the right time. We will share more updates as this work progresses.
We’re always listening
While this survey happens once a year, your voice matters every day. You can share feedback, suggestions or concerns at any time, big or small. It helps us deliver safer, more responsive support that reflects what you need. To provide feedback speak with your Client Services Co-ordinator, Support Worker or contact us via our website, phone or email.
Thank you for helping shape better services for the estara community. Your voice makes a difference.