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!