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2007 Annual Conference. “Survey Says!”. Collecting Feedback From Customers James Collins. OVERVIEW. Identified customer segments Developed survey instruments for each group Determined distribution methods Distributed surveys to customers
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2007 Annual Conference “Survey Says!” Collecting Feedback From Customers James Collins
OVERVIEW • Identified customer segments • Developed survey instruments for each group • Determined distribution methods • Distributed surveys to customers • Converted data to information (Customer Satisfaction Index) • Reported information to staff and stakeholders • Acted on feedback Council on Licensure, Enforcement and Regulation
CUSTOMER SEGMENTS • Renewing Licensees • New Licensees • Board Members • Complainants/Respondents • New Board Members Post Orientation Council on Licensure, Enforcement and Regulation
SURVEYMONKEY.COM • Annual Subscription (less than $300) • Ability to create multiple surveys • Customer enters data via web page • Reporting included • Data can be exported • Survey development process intuitive Council on Licensure, Enforcement and Regulation
SURVEY INSTRUMENT: ONLINE RENEWAL • Did you receive an Official Professional License Renewal notification? 2. Were the renewal instructions clear? 3. Please rate the following aspects of online renewal by checking one of the following: Excellent, Good, Average, Fair or Poor. • Registration/Logging In • Entering Answers • Paying By Credit Card • Printing • 4. Please rate your interaction with Division staff, if applicable: • Professional • Helpful • Courteous • Knowledgeable Additional Comments? Council on Licensure, Enforcement and Regulation
SURVEY INSTRUMENT: NEW LICENSEE • Were the application instructions and other information provided sufficient? 2. Were your inquiries thoroughly addressed in a timely manner? 3. Please rate your interaction with Division staff, if applicable: • Professional • Helpful • Courteous • Knowledgeable Additional Comments? Council on Licensure, Enforcement and Regulation
SURVEY INSTRUMENTS: BOARD MEMBER 1. Please rate your interaction with Division staff, if applicable: • Professional • Helpful • Courteous • Knowledgeable 2. The following areas as they relate to the preparedness of the board/commission administrative staff: • Consistent, timely meeting notification • Accuracy of agenda • Accuracy of minutes • Sufficient supporting documentation for decision making 3. Your communication with: • Board office • Business office (travel, payments & reimbursements, etc.) • Director’s office • Investigative Unit Council on Licensure, Enforcement and Regulation
SURVEY INSTRUMENT: BOARD MEMBER (Cont.) 4. The following areas related to facilities:: • Parking • Restrooms • Furniture • Environment (temperature, lighting) Additional Comments? Council on Licensure, Enforcement and Regulation
SURVEY INSTRUMENT: INVESTIGATIVE • Person Completing Survey: Complainant/Respondent • Was the investigation handled in a professional manner? • Was the complaint handled in a timely fashion? • Do you feel your input/response received proper consideration? 5. Please rate your interaction with the investigator: • Professional • Helpful • Courteous • Knowledgeable Additional Comments? Council on Licensure, Enforcement and Regulation
SURVEY INSTRUMENT: BOARD MEMBER ORIENTATION • Person Completing Survey: Professional/Public • Was your board orientation handled in a professional manner? • Was the orientation conducted in a timely fashion? • Was there sufficient information to prepare you for your role? 5. Please rate your interaction with Division staff: • Thorough • Considerate • Prepared • Additional Comments? Council on Licensure, Enforcement and Regulation
DISTRIBUTION METHODS • Online Renewal- Linked to renewal web pages • New Licensee- Survey link emailed to licensee 30 days after license issuance • Board Member- Survey link emailed to members annually • Investigative- Survey mailed with disposition letters directing person to DPR website link • Board Member Orientation- provided to new members at conclusion of orientation (only manually data entered survey) Council on Licensure, Enforcement and Regulation
SURVEY RESPONSE RATES (MARCH-JUNE) • Online Renewal- 1264/Index 4.53 • New Licensee- 44/Index 4.67 • Board Member- 94/Index 4.68 • Investigative- 17/Index 3.96 • Board Member Orientation- 11/Index 5.00 Overall Customer Satisfaction Index: 4.53 Council on Licensure, Enforcement and Regulation
Speaker Contact Information James Collins Delaware Dept. of State, Division of Professional Regulation 861 Silver Lake Blvd. Suite 203 Dover, Delaware 19904 302.744.4501 James.collins@state.de.us Council on Licensure, Enforcement and Regulation