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.

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

11. Reporting
Sample Characteristics: S = 300 R = 200 C = 67%
Results:
Sampling Procedure: Random Sample
Sampling Frame: Inspected past 12 months
Population: Complier -Corporations regulated by OSHA
Example DCBS – OSHA Division
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 biennium to develop baseline data and to set targets
Include the baseline data and targets in the Agency Request Budget for review and approval by DAS and the Legislature

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