Your Voice Matters: CPI’s Annual Customer Feedback Survey Results
Thank you to everyone who participated in this year’s CPI customer feedback survey. While this 2026 report reflects the experiences of the customers we served in 2025, the feedback shared helps us improve how we share important information about I/DD services and assist the individuals with disabilities we serve to live empowered, self-determined lives.
At the beginning of this year, we mailed the survey to all 534 of the individuals served in 2025. The survey was also translated into multiple languages, including Arabic, Chinese, Vietnamese, Persian, Spanish, Hindi, Russian, Romanian, Somali, Mien, and Karen to ensure every customer had an opportunity to share their feedback with us. Although the response rate was 18% this year, slightly lower than last year, the feedback we received was strong and meaningful.
High Satisfaction and Long-term Relationships
Satisfaction Rate
94% of respondents shared they are satisfied with our services
84% very satisfied
10% somewhat satisfied
Overall satisfaction increased by 1% from last year; dissatisfaction decreased by 3% (only one person indicated they are “somewhat dissatisfied”)
Years with CPI
Many customers who responded to the survey have been with us for several years:
38% for over 10 years
26% for 5–10 years
32% for 1–5 years
4% for less than 1 year
How Customers Describe CPI
The top 5 words survey participants chose are:
Friendly
Good listeners
Understanding
Supportive
Honest
Customers are Getting the Support and Services They Need
Of the customers who responded to the survey:
90% said they are getting the supports and services they need from Community Pathways, a 1% increase from last year.
99% said Community Pathways helps them meet their goals.
Customers shared that what helps them meet their goals includes:
Good communication
Help getting services and benefits
Support answering questions
Information about community events
We also learned that:
96% said “yes” their plan says what they want it to (a 2% increase)
71% said their Personal Agent responds within 1–2 business days “all the time” (an 8% improvement from last year)
When making important decisions, customers shared that support comes from:
Personal Agents (81% said their PA is always helpful)
Family (74% is always helpful)
Providers (64% are always)
Friends (48% are always helpful)
Feeling Respected and Included
99% feel valued and respected by Community Pathways’ staff
91% feel comfortable discussing topics like race, gender, or religion with Community Pathways’ staff
Customers shared that they value support that helps them connect, understand benefits, find jobs, and stay informed
Interests and Learning Opportunities
Individuals are interested in:
Social events (game nights, dances, picnics)
Outdoor and recreational activities (walks, ice skating)
Classes and educational opportunities (job prep, dating, relationships)
Creative activities (baking, cooking, arts and crafts)
Top 5 Topics Customers Want Updates On
When asked what kinds of information and resources they want most from Community Pathways, customers shared they want to learn more about:
Social events
Medicaid
Transportation (like TriMet)
Changes to I/DD services
At-home and hobby activities
Areas for Improvement
We also heard important feedback from customers about ways our supports and services could improve. The two mostcommon themes of this feedback:
Make communication more consistent and timely
Offer more support with jobs, SSI, and assistive technology
Customers also shared the importance of having support that helps them:
Feel less lonely and having more social connection
Find providers who understand their background and experiences
Have others better understand their disability
How We Can Help
Even if some of these things are outside our direct role as a support services brokerage, we can still help the individuals we serve by:
Giving clear and timely information about I/DD services and deadlines.
Connecting them to resources for employment/jobs, benefits planning, and more.
Sharing ways to get involved in community events.
Helping find providers who understand and respect their needs and what’s important to them.
Supporting self-advocacy by sharing tools and information to talk about their disability and what matters most to them.
What’s Next
Based on the feedback we received from customers this year, we are committed to:
Strengthening communication and response times.
Continuing person-centered, individualized support.
Sharing about social events and opportunities to connect with others and be active in the community.
Sharing clearer, more helpful information about services and resources.
Thank You
We really appreciate everyone who took the time to respond to the survey and share your input and experiences with us. We value your feedback! It helps us learn, grow, and better support all of the individuals we serve, now and moving forward.
We send out this survey every year. If you did not have a chance to participate this time, please look out for the next survey in January 2027. If you would like to take the survey online next year instead of using a paper form mailed to you, please let us know by emailing info@communitypath.org.
We look forward to hearing from you!
— Jennifer Santiago, Executive Director, Community Pathways Inc
Check out CPI’s PA Specialist Corner blog post series about I/DD services
Written by CPI Personal Agent (PA) Specialist Christine X., PA Specialist Corner blog posts share helpful updates and insights about I/DD services for the individuals we serve and their families and support providers. The focus of each blog post is based on the questions customers, family members, and support providers frequently ask their PA.