Consumer Experience Interview for Home Services: Data Analysis

The aim of this project was to analyse data from Consumer Experience Interviews in Home Care (CEI-HS) to:

▪ Describe the data set.

▪ Address the following questions:

1. Does the mode of collection (in person, phone, online survey) have an effect on responses?

1a. Based on that result, can the Commission conduct the CEI-HS in any mode or is one or more modes preferred?

2. What is the overall consumer sentiment (i.e., simple counts and proportions of responses by question)?

2a. Are the questions fit for purpose (i.e., do they have reliability and validity considering the results)?

2b. Does this apply across the different demographic groups?

3. Are there differences in consumer sentiment for the different demographic subpopulations included in the survey (e.g., age, sex, state/territory, ATSI, CALD)?

4. Does mobility have an effect on consumer responses?

5. Are there differences in consumer sentiment for the different service characteristics (e.g., remoteness, ownership type and state/territory)?

The Commission also asked for other insights that the data could provide, such as whether consumer postcodes line up with the State/Territory of the service (Australian legal state) and whether it would be possible to publish CEI-HS data.

Finally, the dataset was explored to see whether any overall differences in survey responses by survey mode could be explained by differences in respondent or service characteristics evident between the three modes.