Tài liệu Conducting Statewide Customer Satisfaction Surveys pdf

Measuring Customer Satisfaction T he Measur es  Participant Customer Satisfaction  Employer Customer Satisfaction Customer ratings on each of the three core questions regarding satis

Conducting Statewide

Customer Satisfaction

Surveys

Brad Sickles U.S Department of Labor

Employment and Training

Administration

Measuring Customer

Satisfaction

T he

Measur es

 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 scale Computation of the ACSI is discussed in the WIA reporting guidance The American Customer Satisfaction

Index (ACSI) is used to report statewide

The Core ACSI Questions

1 Utilizing a scale of 1 to 10 where “1” means “Very

Dissatisfied” and “10” means “Very Satisfied” what is your overall satisfaction with the services provided from

?

2 Considering all of the expectations you may have had about the services, to what extent have the services met

your expectations? “1” now means “Falls Short of Your

Expectations” and “10” means “Exceeds Your

Expectations.”

3 Now think of the ideal program for people in your

circumstances How well do you think the services you

received compare with the ideal set of services? “1” now means “Not very close to the Ideal” and “10" means “Very

Participant Customer

Satisfaction

T he

Measur es

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

How: Telephone survey

Required completions: 500 statewide

Required response rate: 70%

Employer Customer Satisfaction

T he

Measur es

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 listed a job order where no referrals were made, 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

satisfaction at the local level

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

 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

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

Surveys to Obtain State Level

Results

Creating Questions to Supplement the ACSI

 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

Customer Satisfaction Not the Same as

Customer Service

Drivers of Satisfaction

• Convenience

• Accessibility

• Ease of use

• Timeliness

• Safety

• Reliability

• Accuracy

• Thoroughness

• Fairness

• Appropriateness

• Courteous

• Professional

• Attentive

• Friendly

• Helpful

• Knowledgeable

• Prompt

• Informative

• Honest

• Candid

Service Quality

Measures

Customer Service Characteristic

Characteristics of Firms With High Customer Satisfaction

 Customers define quality

 Variety of services

 Customization of services

 Convenience of services

 Timeliness of services

 Continually identify factors that influence satisfaction

 Continually identify expectations and set customer

service standards well above these expectations (to

Writing Effective Questions

you feedback on the level of satisfaction.

that it will be.

areas.

Writing Effective Questions

 Create questionnaire items to determine the key drivers

of satisfaction…

Constructing Effective

Response Items

exclusive and exhaustive.

minimum.

responses differently, such as “never,”

“sometimes,” and “always.”

sets.

 The first series of questions should be easy for the

respondent to understand and should capture his or her attention and interest

specific questions

 Group questions in logical sections and

sequence sections or questions in a well thought out order.

 Introduce each new section with a

summary statement so that participants have an opportunity to adjust to the new set of questions.

Ordering Questions

Ordering Questions

end of the questionnaire.

alphabetically order items and indicate in the instructions how

they are ordered, reducing the likelihood that respondents will see the first items as most important of the group

followed as confusion can result with too many skips or when

skips become overly complicated.

Publications, Inc., 1993

Questionnaires Milwaukee: ASQC Quality Press,1993

1951.

in Question Form, Wording, and Context New York: Academic Press,1981

Department of Labor, Employment and Training Administration, 1998.

Design San Francisco, CA: Jossey‑Bass Inc., 1982

ASQC Quality Press, 1997.