Performance Track Customer Satisfaction Survey Results

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Performance Track Customer Satisfaction Survey
Results

Lisa Grogan-McCulloch National Environmental
Performance Track, USEPA March, 2005
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What Youll Hear

• Background on survey
• Survey Results
• Response to Survey

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Survey Background

• Interested in hearing members thoughts on the
  benefits of Performance Track in a comprehensive
  manner
• Conducted on-line survey of Performance Track
  members in summer, 2004
• Questions focused on member services/benefits

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Survey Background

• 30 questions (27 multiple choice, 3 open-ended)
• 73 response rate (233 responses representing 251
  PT member facilities)
• 78 of respondents were facility environmental
  managers/staff

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5 Key Findings of Survey

• Most important reason for joining and continuing
  in PT is opportunity for collaborative/amicable
  relationship with EPA States
• Members want State buy-in of Performance Track
• Members want to publicize their PT membership
  with local community and local regulatory
  agencies
• Although regulatory incentives are not the
  primary reason for joining or continuing in PT,
  members want incentives expanded
• Members are aware of, and in general find useful,
  the services offered by Performance Track

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Most important reason for joining and continuing
in PT is opportunity for collaborative/amicable
relationship with EPA States
Key Finding 1
We value our PT Membership and appreciate
EPAs efforts to build a partnership with
industry to address long-term consistent
environmental performance and improvement.
Performance Track Member
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Supporting Survey Question Rank the top three
motivating factors in your facilitys decision to
join Performance Track.
Finding Most important reason for joining and
continuing in PT is opportunity for
collaborative/amicable relationship with EPA
States
Improved reputation from public awareness
8
Supporting Survey Question Rank the top three
motivating factors in your facilitys decision to
continue in Performance Track.
Finding Most important reason for joining and
continuing in PT is opportunity for
collaborative/amicable relationship with EPA
States
9
Supporting Survey Question Rank the top three
entities to which an improved relationship with
or recognition from was a motivating factor in
your facilitys decision to join Performance
Track.
Finding Most important reason for joining and
continuing in PT is opportunity for
collaborative/amicable relationship with EPA
States
10
Members want State buy-in of Performance Track
Key Finding 2

• Too often the line staff of the state agencies
  have never heard of NEPT and it plays no role in
  their dealings with the NEPT members.
  Performance Track member

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Supporting Survey Question Rank the top three
entities/stakeholders that you would like most to
receive information about your membership in
Performance Track.
Finding Members want State buy-in of Performance
Track
12
Survey Question Please provide us with
recommendations for ways Performance Track could
improve the recognition members receive.
Finding Members want State buy-in of Performance
Track
Total of 111 comments
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Key Finding 3
Members want to publicize their PT membership
with local community and local regulatory agencies
have the USEPA send recognition information to
the local media on behalf of the Performance
Track Member Company.- Performance Track member

14
Survey Question Rank the top three
entities/stakeholders that you would like most to
receive information about your membership in
Performance Track.
Finding Members want to publicize their PT
membership with local community and local
regulatory agencies
15
Survey Question Please provide us with
recommendations for ways Performance Track could
improve the recognition members receive.
Finding Members want to publicize their PT
membership with local community and local
regulatory agencies
Total of 111 comments
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Although regulatory incentives are not the
primary reason for joining or continuing in PT,
members want incentives expanded
Key Finding 4

• Incentives have not been a major driver for our
  participation in PT, but we hope they will become
  increasingly attractive.-Performance Track
  member

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Supporting Survey Question Rank the top three
motivating factors in your facilitys decision to
continue in Performance Track.
Finding Although incentives are not the primary
reason for joining or continuing in PT, members
want incentives expanded
18
Finding Although incentives are not the primary
reason for joining or continuing in PT, members
want incentives expanded
Survey Question What benefits might Performance
Track provide that would better complement your
facilitys business goals or mission?
188 total comments
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Key Finding 5

• Members are aware of, and in general find useful,
  the services offered by Performance Track

• We have been approached to participate in focus
  groups and tele-conferences and received a
  regional EPA PT member award so I feel this is
  good. Performance Track Member

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Finding Members are aware of, and in general
find useful, the services offered by Performance
Track
Survey Question Are you aware of, and has your
facility used any of the following services
currently offered by Performance Track?
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Survey Question How useful have the following
current PT services been to your facility, or how
useful to you believe the service would be?
Finding Members are aware of, and in general
find useful, the services offered by Performance
Track
22
Survey Question How satisfied are you with the
recognition your facility has received for its
membership in Performance Track?
Finding Members are aware of, and in general
find useful, the services offered by Performance
Track
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EPAs Response To Survey

• Developed Survey Action Plan
• Highlights of Plan
• Provide more collaboration opportunities for
  members w/ EPA and state regulatory agencies
• Office of Air, OSWER incentives meetings
• Expand efforts to increase state buy-in of
  Performance Track
• Work with ECOS
• Develop methods of getting the word out to
  state regulatory agencies
• Provide more local community publicity
• Continue to develop implement regulatory
  incentives

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Additional Info

• Complete Survey Results, Report, and Action Plan
  to be included in March PTrack News
• For more information, contact Julie Spyres
  (Spyres.Julie_at_epa.gov) or Hetal Mehta
  (Mehta.Hetal_at_epa.gov)