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Fairfax Department of Family Services Customer Satisfaction Survey

The Fairfax County Department of Family Services (DFS) helps strengthen and support the Fairfax community by protecting and improving the lives of all children, adults, and families through assistance, partnership, advocacy, outreach, and providing quality services. A Customer Satisfaction Survey was conducted on behalf of DFS from December 2019 through April 2020. From a list of 5,400 clients, 918 clients completed the survey.  

A bar chart showing respondents' overall satisfaction with DFS's services in 2019.

Overall, clients are very satisfied with DFS services. The mean rating for overall satisfaction with DFS services is 5.90 on a scale from 1 to 7 where 1 means “Very Dissatisfied” and 7 means “Very Satisfied.” This overall rating of 5.90 is lower than the 6.14 reported in 2017, but it is not significantly different from values reported in any other previous surveys. 85.6 percent of respondents said that they are either very satisfied, satisfied, or somewhat satisfied with DFS services. This figure was 90.3 in 2017 and 87.3 in 2015. 

As in 2017, “Community Awareness” received the lowest overall performance rating with a mean of 3.58. “Convenience” and “Community Awareness” were relatively poorly rated, but they are not strong statistical drivers of overall satisfaction. The areas of concern are “Quality of Life” and “Explanations”. Respondents marked these areas as of high importance but low performance. The survey results indicate that improving these services will have a significant impact on clients’ “Overall Satisfaction” with DFS services. 

It is worth noting that 2017 values across items were especially high compared to previous surveys, and 2019 results are still higher than the historic averages across nearly every measure.

For the full report and all related content, download the files below. 


Fairfax Department of Family Services Customer Satisfaction Survey_full report


Fairfax Department of Family Services Customer Satisfaction Survey_methodology