Customer Satisfaction Performance Measures Workgroup

Final Report

Overview

Scope Standard Questions Reporting Toolkit

Scope

Goal: Develop performance measures for customer satisfaction that:

Yield actionable data Apply to any agency Allow statewide comparisons Employ statistical principles

Deliverables

Standardized customer service questions

Guidelines for comprehensive program Program evaluationComplaint managementEmployee satisfaction

Toolkit to facilitate customer satisfaction research

Customer Service Questions

Characteristic: Standardized,

4-point forced rating scale

Reasoning Without the same

scale, comparisons are difficult

Eliminates neutral position research indicates better represents true opinion

Customer Service Questions

Characteristic: Five required

questions – Timeliness Accuracy Helpfulness Expertise Available info

Reasoning Applicable to all

agencies (least common denominator)

Research indicates five issues are among most important

See the questions on page ii of the Executive Summary.

Customer Service Questions

Characteristic: Statement or

question format

Reasoning Compatible with

existing surveys

Customer Service Questions

Characteristic: Optional

questions

Reasoning Target specific

aspects of service that research indicates drive customer perceptions

Flexible so agencies can focus on relevant issues

Reporting Customer Segmentation ~ The 4 C’s ~ Clients* - Those who fund the service or

program Compliers - Those on the receiving end

of enforcement activities Consumers - The end users of an

agency’s programs, services, or information

Constituents - Those who have some vested interest in the agency’s work

* not the traditional definition of clients

Reporting

Use sampling to make inferences about the target population

Draw the sample from an established list; must match characteristics of target population

% positiveresponses

Averagerating

Timeliness 77.0% 2.93

Accuracy 68.5% 2.96

Helpfulness 30.0% 2.15

Expertise 77.0% 3.26

Available Info 30.0% 1.95

Sample Characteristics:S = 300 R = 200 C = 67%

Results:

Sampling Procedure:Random Sample

Sampling Frame:Inspected past 12 months

Population:Complier -Corporations regulated by OSHA

ExampleDCBS – OSHA Division

Reporting

Indicate sample size, # of responses, and compute completion rate

% in top 2 categories will be reported

Indicate the average rating

% positiveresponses

Averagerating

Timeliness 77.0% 2.93

Accuracy 68.5% 2.96

Helpfulness 30.0% 2.15

Expertise 77.0% 3.26

Available Info 30.0% 1.95

Sample Characteristics:S = 300 R = 200 C = 67%

Results:

Sampling Procedure:Random Sample

Sampling Frame:Inspected past 12 months

Population:Complier -Corporations regulated by OSHA

ExampleDCBS – OSHA Division

Toolkit

Sample customer service standards Survey design checklist Sample correspondence Sample customer satisfaction survey Additional service interaction questions Sample customer complaint form Sample employee satisfaction survey

Timelines

Use remainder of current biennium and first part of the 2005-07 biennium to develop baseline data and to set targets

Include the baseline data and targets in the 2007-09 Agency Request Budget for review and approval by DAS and the Legislature

Q & A

Questions? Good! Here’s your chance to ask them!