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 Draw the sample from an established list; must match characteristics of 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

11. Reporting Indicate sample size, # of responses, and compute completion rate % in top 2 categories will be reported Indicate the average rating 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

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!