Upload
others
View
3
Download
0
Embed Size (px)
Citation preview
2017 Customer Satisfaction Survey ReportAN ANALYSIS OF SERVICE QUALITY, CUSTOMER SATISFACTION, AND PROGRAM ACCESS
Methodology
2,114 surveys were distributed to Program Directors on October 13, 2017.
Program Directors dispersed them to staff who then distributed them to Mid’s customers in order to learn their opinions regarding services provided, the environment in which they received services, and how they learned of our programs.
Within an approximate one month period, 1,017 surveys were returned. Surveys were no longer accepted after November 13, 2017.
This resulted in a 48% return rate.
Age 24-34: 37.5%
Age 65+: 25.1%
Age 24>: 12.3% Age 55-64: 7.0%
Age 35-44: 13.3%
Age 45-54: 4.8%
Program Services
Overall, how would you rate the quality of services received?
a) Excellent
b) Good
c) Fair
d) Poor
Program Services
Did staff treat you in a respectful manner?
a) Yes
b) No
Program Services
Did staff offer additional information about other Community Action Programs?
a) Yes
b) No
c) Not Applicable
Program Services
How would you rate the staff members’ overall knowledge of the program?
a) Excellent
b) Good
c) Fair
d) Poor
Service & Environment
Based on the services the program could provide, were your needs met?
a) Almost all of my needs have been met
b) Most of my needs have been met
c) Only a few of my needs have been met
d) None of my needs have been met
Service & Environment
Would you recommend this program if a friend was in need of similar help?
a) Yes, definitely
b) Maybe
c) No, definitely not
Service & Environment
How did you learn about this program?
a) Referral from another program
b) Word of mouth
c) Internet
d) Other
Service & Environment
Was the office and waiting area clean?
a) Yes
b) No
c) Not applicable
Service & Environment
Were services provided in a timely manner?
a) Yes
b) No
Service & Environment
Because of Community Action’s help, I have improved my situation.
a) Agree
b) Disagree