2022 Client Satisfaction Survey Results

Posted April 10, 2023
DOORWAYS, 1101 N. Jefferson Ave.  63106


Overall Satisfaction Score:  4.4 / 5.0
DOORWAYS clients are satisfied with staff support plus supportive housing services!

St. Louis – April 10, 2023   For the past seven years, DOORWAYS has conducted a Client Satisfaction Survey at the end of the calendar year. This tool provides the agency with a vital opportunity to hear the voices of our clients and inform continuous quality improvement within our supportive housing services.  From a base of 878 clients, 324 responded—nearly a 37% response rate, which is much higher than the industry standard of a 30% response rate.  

The survey asks respondents to answer nine questions using a 5-point scale:  1=Completely Disagree, 2=Disagree, 3=Neutral, 4=Agree, 5=Completely Agree.  The questions and average of all responses are shown below. Overall, the respondents scored the programs, services, and staff very high with an overall satisfaction score of 4.4 out of 5.

  • I feel respected by the staff – 4.5
  • I believe my information is kept confidential – 4.5
  • Staff treat me fairly – 4.5
  • Staff are knowledgeable about resources I need – 4.4
  • Staff helped me access services I need – 4.4
  • I am more hopeful about my future – 4.4
  • I have gained new knowledge and skills – 4.1
  • I have added healthy behaviors – 4.1
  • I am taking my medication consistently – 4.2


While Cooper House residents received the survey in person, all other DOORWAYS clients received the invitation to participate by email and by text message, with two reminders.  As incentive to respond, clients who completed the survey were entered into a raffle to win one of two $50 gift cards.

While the overall scores are very positive, this annual effort to collect client feedback identifies areas that need added attention to ensure our clients and their family members are stabilizing their housing, health, and hope through individual care coordination combined with supportive housing and resources.



“You guys have helped me build my future through this time in my life.”

“The staff is very kind and thorough. I appreciate the genuine care and concern.”

“The encouragement I get is incredible.”

“Interfaith has made sure I had a safe place to stay out of the cold.”


Founded in 1988, DOORWAYS provides housing and 360 degrees of wrap-around services to people at the intersection of poverty, homelessness, and illness from HIV.  In fiscal year 2022, we served just over 3,000 clients and their family members in 124 counties in Missouri and Illinois.

Expanding over the years to meet growing depth and breadth of need, DOORWAYS evolved from a hospice caring for the dying to an agency building lives for the living. We currently offer six housing platforms—comprehensive flexible housing with emergency housing options, assistive housing for those too ill to live independently, permanent housing for families with small children, residential housing, plus a metro and an outstate subsidies program to prevent homelessness for those in their own accommodations but temporarily unable to pay rent/utilities. Housing is supplemented by empowerment services such as individualized case management, resource referrals, self-development programming, employment support, and behavioral health care.

Through housing, health, and hope, clients begin their journey toward a more self-directed life. Once stabilized, we encourage clients to comply with an HIV-medication regimen that can help clients attain undetectable status. When HIV is undetectable, life span and quality of life improve as HIV is rendered untransmissable. Bringing an end to new cases of HIV will ultimately eradicate HIV for future generations.

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Karen Carpentier
314-328-2704 | kcarpentier@doorwayshousing.org