Customer Satisfaction Performance Measures Workgroup

1. Customer Satisfaction Performance Measures Workgroup Final Report

2. Overview • Scope • Standard Questions • Reporting • Toolkit

3. Scope Goal: Develop performance measures for customer satisfaction that: • Yield actionable data • Apply to any agency • Allow statewide comparisons • Employ statistical principles

4. Deliverables • Standardized customer service questions • Guidelines for comprehensive program • Program evaluation • Complaint management • Employee satisfaction • Toolkit to facilitate customer satisfaction research

5. 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

6. 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 Customer Service Questions See the questions on page ii of the Executive Summary.

7. Characteristic: Statement or question format Reasoning Compatible with existing surveys Customer Service Questions

8. Characteristic: Optional questions Reasoning Target specific aspects of service that research indicates drive customer perceptions Flexible so agencies can focus on relevant issues Customer Service Questions

9. 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

10. ExampleDCBS – OSHA Division Population:Complier -Corporations regulated by OSHA Sampling Frame:Inspected past 12 months Sampling Procedure:Random Sample Sample Characteristics:S = 300 R = 200 C = 67% Results: Reporting • Use sampling to make inferences about the target population • Draw the sample from an established list; must match characteristics of target population

11. ExampleDCBS – OSHA Division Population:Complier -Corporations regulated by OSHA Sampling Frame:Inspected past 12 months Sampling Procedure:Random Sample Sample Characteristics:S = 300 R = 200 C = 67% Results: Reporting • Indicate sample size, # of responses, and compute completion rate • % in top 2 categories will be reported • Indicate the average rating

12. 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

13. 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

14. Q & A • Questions? Good! Here’s your chance to ask them!