Conducting Statewide Customer Satisfaction Surveys

Local program staff must inform the customer at the time of participation about the importance of satisfying customers and the possibility of being contacted for information on his or her experience with the services. The interview should be limited to 15 minutes or less. A minimum of five follow-up attempts is required, involving various times of the day before closing the record.
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Conducting Statewide Customer Satisfaction Surveys Conducting Statewide Customer Satisfaction SurveysBrad Sickles U.S. Department of Labor Employment and Training Administration Measuring Customer Satisfaction Participant Customer Satisfaction Employer Customer Satisfaction Customer ratings on each of the three core questions regarding satisfaction are weighted to account for regional differences and reported on a 1 to 100 T he T he scale. Computation of the ACSI isMeasur esMeasur es discussed in the WIA reporting guidance. The American Customer Satisfaction Index (ACSI) is used to report statewide results to the Department. The Core ACSI Questions1. Utilizing a scale of 1 to 10 where “1” means “VeryDissatisfied” and “10” means “Very Satisfied” what is youroverall satisfaction with the services provided from________?2. Considering all of the expectations you may have hadabout the services, to what extent have the services metyour expectations? “1” now means “Falls Short of YourExpectations” and “10” means “Exceeds YourExpectations.”3. Now think of the ideal program for people in yourcircumstances. How well do you think the services youreceived compare with the ideal set of services? “1” nowmeans “Not very close to the Ideal” and “10 means “VeryClose to the Ideal.”Participant Customer Satisfaction The weighted average of participant ratings on each of the three questions regarding overall satisfaction reported on a 1 to 100 scale. Who: Participant with a case closure When: After case closure and no later than 60 days after date of case closure T he T he How: Telephone surveyMeasur esMeasur es Required completions: 500 statewide Required response rate: 70%Employer Customer Satisfaction The weighted average of employer ratings on each of the three questions regarding overall satisfaction reported on a 1 to 100 scale. Who: Employers who receive a substantial service. When: 1to 60 days after date of the completion of a service. For employers who T he T he listed a job order where no referrals were made,Measur esMeasur es contact should occur 30 to 60 days after a job order was listed. How: Telephone survey Required completions: 500 statewide Required response rate: 70%Capturing Customer Satisfaction Results to Assess Local WIBs States may use the ACSI questions and approach to measure satisfaction at the local level States may also develop their own customer satisfaction instruments and approach for assessing local WIBs Approaches must be applied uniformly and consistently to all WIBs WIA reporting guidance outlines parameters for collecting customer satisfaction results Surveys to Obtain State Level Results Response rates: 70%. Response levels below the specified minimums will invalidate the results. States are required to determine the appropriate sample sizes. States are no longer required to draw minimum sample sizes of 1,000. Respondents must be told responding to the survey is voluntary and the information will be kept confidential. States must create a process for creating an up-to-date customer list, capturing information on each customer’s address and telephone number. Surveys to Obtain State Level Results A survey is complete when valid answers are provided by the respondents for each of the core ACSI questions. Valid answers are responses 1 through 10. The calculation of the ACSI score includes only the results from complete surveys. The introductory statements for both the participant survey and the employer survey were revised to better set the context for the interviews. Surveys to Obtain State Level Results Local program staff must inform the customer at the time of participation about the importance of satisfying customers and the possibility of being contacted for information on his or her experience with the services. The interview should be limited to 15 minutes or less. A minimum of five follow-up attempts is required, involving various times of the day before closing the record. Surveys to Obtain State Level Results Local programs should collect alternate contact information. A letter in advance of the survey should be sent out informing the customer that he or she can expect to be contacted about his or her satisfaction with the services. Creating Questions to Supplement the ACSICustomer Satisfaction Not the Same asCustomer Service Customer service is measured by standards set by you or your agency. Customer satisfaction is measured by the customer’s standards for the services, regardless of whether they make sense. Drivers of SatisfactionService Quality Customer ServiceMeasures Characteristic• Convenience • Courteous• Accessibility • Professional• Ease of use • Attentive• Timeliness • Friendly• Safety • Helpful• Reliability • Knowledgeable• Accuracy • Prompt• Thoroughness • Informative• Fairness • Honest• Appropriateness • Candid• Attractiveness and cleanliness Characteristics of Firms With High Customer Satisfaction Customers define quality Variety of services Customization of services Convenien ...