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Department of Veterans Affairs Organizational Transformation Symposium Washington, DC

Using the American Customer Satisfaction Index (ACSI) to Measure and Improve Customer Satisfaction. Department of Veterans Affairs Organizational Transformation Symposium Washington, DC September 12, 2001. FEDERAL CONSULTING GROUP. Centers of Excellence

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Department of Veterans Affairs Organizational Transformation Symposium Washington, DC

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  1. Using the American Customer Satisfaction Index (ACSI) to Measure and Improve Customer Satisfaction Department of Veterans Affairs Organizational Transformation Symposium Washington, DC September 12, 2001

  2. FEDERAL CONSULTING GROUP Centers of Excellence • Collaborative and Customized Consulting and Facilitation Services • Executive Coaching Through A National Network of Qualified Coaches • Customer Satisfaction Strategies and Measurement

  3. What is the Federal Consulting Group’s Role? • ACSI Executive Agent • Assist agencies to improve performance • Expand participation • Report out results on www.customerservice.gov

  4. Why Measure Customer Satisfaction? • Improve program operating performance • Raise citizen trust in government • Benchmark against other services • Comply with GPRA reporting requirements • Balanced measures for Senior Executives

  5. Why the American Customer Satisfaction Index (ACSI)? • An interactive INDEX that uses survey methodology • Highly valid and internationally recognized • Cross-industry measure • Effective for external or internal customers • Utilized by private and public sectors

  6. What Federal Services areMeasured by the ACSI? • More than 100 Federal services delivered to: • Recreational visitors to public lands • US residents returning from international travel • Citizens receiving health and retirement benefits • Information and data users • Veterans • Applicants for grants and loan guarantees

  7. What USDA Services areMeasured by the ACSI? • Seven Agencies and Ten Services/Programs • Food and Nutrition Service • Forest Service • Food Safety and Inspection Service • Animal and Plant Health Inspection Service • Farm Service Agency • National Agricultural Statistics Service • Natural Resources Conservation Service

  8. Customer Satisfaction Results for NRCS Convenience 8.6 CONSERVATION TECHNICAL 8.9 ASSISTANCE Overall Usefulness 86 1.6 8.8 Accessible 8.9 INFORMATION 1.2 Complaint PERCEIVED CUSTOMER ON Behavior QUALITY COMPLAINTS CONSERVATION 4.4 Clarity -3.0 11.3% 88 86 8.6 2.6 -0.2 CUSTOMER 0.3 Courtesy SATISFACTION 9.6 (ACSI) CUSTOMER 2.8 Advocacy 0.4 81 SERVICE 9.0 CUSTOMER 94 TRUST Professional EXPECTATIONS 9.2 Comparison Satisfaction Confirm/ to Ideal 80 90 8.6 Disconfirm 8.0 Expectations Loyalty 8.0 9.3 Overall C.I.=-/+ 2.2 8.1

  9. How Can an Agency Utilize ACSI Data to Drive Improvement? • Test results against current assumptions • Reexamine improvement plans and strategy • Report results to Congress, customers, employees • Design and conduct more detailed drill-down surveys • Identify strategic benchmarking partners

  10. What Do the Results of the ACSI Have to Say about the Public’s Satisfaction with the Federal Government’s Delivery of Services?

  11. “This Is Something You Don’t Hear Often – Federal Employees Are Doing a Good Job”Peter JenningsNational NewsDecember 13, 1999 Peter j

  12. How the Federal Government Compares government delivers

  13. Where Does Government Excel? government delivers

  14. Where Can Government Improve? government delivers

  15. How Have Agencies Benefited? CUSTOMER SATISFACTION ACHIEVEMENTS • APHIS • Food & Nutrition Service • U.S. Mint • U.S. Postal Service • Federal Aviation Admin. • Internal Revenue Service

  16. Thank YouAnne KellyDirectorFederal Consulting Group202-906-6287 Peter j

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