Satisfaction Surveys

Participant Survey Distribution Instructions

To ensure we reach our goal of a 50% completion rate, case managers should follow these steps when distributing the participant survey:

Under no circumstances should Easterseals Louisiana (ESL) direct support staff be present during, or assist with, a participant’s completion of satisfaction surveys.

If a participant requires assistance as an accessibility accommodation, support should be provided by a team member who is not involved in the participant’s direct care—preferably the office manager or another neutral staff member designated for this purpose.

Step 1: Provide the Survey Postcard During Face-to-Face Interactions

• Bring a QR code postcard (which includes a brief explanation and a QR code linking to the online survey) to each participant during their monthly face-to-face visit.

• Explain the survey’s purpose:

  • “We are gathering feedback to improve our services. Your responses are anonymous and help us serve you better.”

• Demonstrate how to scan the QR code:

  • Open the camera or QR scanner on their phone.

  • Point it at the QR code and click the link that appears.

• Do not assist the participant in completing the survey.  Ask them to complete it once you leave.

Step 2: Offer a Paper Survey When Needed

• If the participant does not have access to a smartphone, internet, or is uncomfortable with the QR code, provide them with:

  • A paper survey

  • A pre-addressed, stamped envelope

• Mailing Instructions for the Participant:

  • Once completed, the survey should be mailed to:
    Easterseals Louisiana
    Attn: Jason Seaux  (Survey)
    3007 Knight St, Ste 200
    Shreveport, LA 71105

Step 3: Follow Up Within 24-48 Hours

• Within 24-48 hours, follow up with the participant via text message to check if they’ve completed the survey.

• If following up via text, send a reminder and include the direct survey link.

  • Example text:
    “Hi [Participant’s Name], just a quick reminder about the anonymous survey we discussed. If you haven’t had a chance to complete it yet, here’s the link: [insert survey link]. Your feedback is really important to us!”

Step 4: Document the Survey Distribution

• Record each survey distribution attempt on the ❎tracking spreadsheet to monitor progress. 

• Include whether the participant:

  • Scanned the QR code

  • Received a paper survey

  • Needed a follow-up

  • Completed the survey

Following these steps consistently will help us achieve our 50% survey completion goal while maintaining participant privacy and accessibility.

If you have any questions, please reach out. Thank you for your help in ensuring this process runs smoothly!