The Origins name analysis approach was used to find out if there was any variation by CALD community in both the response rate and the satisfaction levels of surveyed recipients of a government health service.
Overall, Anglo-Celtic and West European groups were more responsive to the survey. Even though in-language versions of the survey were sent to customers (as guided by previously expressed language preference), the response rates from Greek, Islamic and South Asian communities were significantly below average.
In addition, the research revealed that overall customer satisfaction has a strong cultural dimension providing quantified evidence on a dimension that was previously not possible to measure.