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
Customer Service Questions

• Characteristic
• Standardized, 4-point forced rating scale

• Reasoning
• Without the same scale, comparisons are difficult
• Eliminates neutral position ? research indicates
  better represents true opinion

6
Customer Service Questions

• 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

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

• Characteristic
• Statement or question format

• Reasoning
• Compatible with existing surveys

8
Customer Service Questions

• Characteristic
• Optional questions

• Reasoning
• Target specific aspects of service that research
  indicates drive customer perceptions
• Flexible so agencies can focus on relevant issues

9
Reporting Customer Segmentation The 4 Cs

• Clients - Those who fund the service or program
• Compliers - Those on the receiving end of
  enforcement activities
• Consumers - The end users of an agencys
  programs, services, or information
• Constituents - Those who have some vested
  interest in the agencys work not the
  traditional definition of clients

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Reporting

• Use sampling to make inferences about the target
  population
• Draw the sample from an established list must
  match characteristics of target population

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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

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Q A

• Questions? Good! Heres your chance to ask them!