Federal Consulting Group August 2004 Department of Labor Civil Rights Center 2004 Satisfaction Study - Recipients

Federal Consulting Group

August 2004

Department of Labor Civil Rights Center

2004 Satisfaction Study - Recipients

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Review of the American Customer Satisfaction Index

A uniform, cross-industry quarterly index of private sector customer satisfaction that was adopted in 1999 as the “gold standard” measure for Federal government agencies.

Relates expectations and evaluations of quality to customer satisfaction.

Internationally-accepted measure of customer satisfaction used in over 20 countries.

Database contains information from over 300,000 customer interviews.

Produced by a partnership between the National Quality Research Center at the University of Michigan Business School, the American Society for Quality and CFI Group.

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Why Should Agencies Measure Customer Satisfaction?

Link customer satisfaction with expectations and

desired outcomes

Benchmark against “best” in business and

government

Set “baseline” for customer satisfaction and measure progress

Provide critical information for annual performance plans to Congress (as required

under GPRA)

Identify areas for improving quality of service provided

to customers

Raise trust in your agency and the

government overallEnable Senior Executive

Service members to meet performance criteria

Customer Satisfaction

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A component score is a weighted average of the set of attributes, or survey questions, comprising a component or activity. Responses to survey questions are given on a 1-10 scale, which is converted to a 0-100 scale for score reporting.

An impact, on the other hand, predicts the increase in satisfaction that would result from a 5-point increase in a component or input score.

Areas for improvement are those components or activities with a relatively low score and a relatively high impact on satisfaction.

Review of ACSI Results

In the simplified example shown here, Activity 2

would be a key action area due to its relatively low score and high impact.

Component 2

Component 1

76

65

0.5

1.2

Overall Quality

79

Example

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Customer Segment

Which Civil Rights Center customer segment was surveyed?

The Recipients segment is defined as State level Equal Opportunity Officers that receive information, assistance, training and reviews from the Department of Labor Civil Rights Center.

How were the Civil Rights Center customers identified?

The Civil Rights Center provided a list of names and email addresses for the State Equal Opportunity officers that utilize their services. CFI Group sent invitations via e-mail to these officers to visit a website to take the Customer Satisfaction survey. Customer surveys were collected continuously from June 7 through July 6, 2004.

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0 10 20 30 40 50 60 70 80 90 100

FederalGovernment ACSI

Recipients

79*

The Civil Rights Center Recipients score is significantly higher than the 2003 national federal government ACSI score of 71.

CRC Recipients Results

The Customer Satisfaction Index for CRC Recipients is…

CRC Recipients

Federal Government ACSI

79

71

* The Customer Satisfaction score for the Civil Rights Center Recipients is +/- 4.0 at the 95% confidence level.

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CRC Recipients Customer Satisfaction Model

Customer Satisfaction

(CSI)

Website

Recommend

ScoreImpact – the expected change in customer satisfaction resulting from a 5-point change in the component score0.9

4.1

Respondents: 65Respondents: 65

Ease of finding information needed 69

Thoroughness of information 78

Usefulness of information 82

89

79Quality of Information

0.4

Training2.6Usefulness of training 88

Clarity of information presented 85

Facilitators’ ability to answer questions 86

Responsiveness to your needs 83

77

77

86

Overall Satisfaction 84

Meets Expectations 75

Ideal Organization 77

Staff

0.989

Availability 84

Knowledge 92

Professionalism 92

Consistency of information 85

Clarity of information 76

Thoroughness of information 77

Usefulness of information 79

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Detailed Results

Civil Rights Center Staff received the highest component score. Recipients rated the knowledge and professionalism of the staff exceptionally high (92), while rating the availability of staff slightly lower (84).

Training is an area of strength for the Civil Rights Center. Recipients feel that CRC is conducting useful training sessions (88) and presenting information that is clear (85). This component has the highest impact on Satisfaction.

The score for the CRC Website is 77. Recipients rated the usefulness (79) and thoroughness (77) of the information on the website favorably, yet rated the ease of finding information considerably lower (69).

Recipients rated the Quality of Information they receive from CRC favorably. Usefulness of the information had the highest score (79), while clarity of the information had the lowest score (76).

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Federal Consulting Group79

84

77

75

40 50 60 70 80 90 100

Satisfaction

Overall Satisfaction

Compared to Ideal

Meets Expectations

The CSI is derived from three questions dealing with overall satisfaction.

Customer Ratings: Customer Satisfaction Index

How service provided by the Civil RightsCenter meets your expectations

How service provided by the Civil RightsCenter compares to an ideal institution

How satisfied you are with the serviceprovided by the Civil Rights Center

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Customer Ratings: Training

Impact on Customer Satisfaction: 2.6

S1

86

88

86

85

83

40 50 60 70 80 90 100

Training

Usefulness

Facilitators' ability toanswer questions

Clarity of informationpresented

Responsiveness totraining needs

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Customer Ratings: Staff


S1

89

84

85

92

92

40 50 60 70 80 90 100

Staff

Knowledge

Professionalism

Consistency ofinformation

Availability

12


Customer Ratings: Website


S1

77

82

78

69

40 50 60 70 80 90 100

Website

Usefulness of theinformation

Thoroughness of theinformation

Ease of finding theinformation you need

13


Customer Ratings: Quality of Information


S1

77

79

77

76

40 50 60 70 80 90 100

Quality of Information

Usefulness of theinformation

Thoroughness of theinformation

Clarity of theinformation

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Recipients Ratings: Segment ResultsReceived Training vs. Did Not Receive Training

80

79

71

73

84

74

87

90

82

92

Website

Quality ofInformation

Staff

Satisfaction

Willingness toRecommend

Attended Training Did not Attend Training

Recipients that attended training conducted by the Civil Rights Center rated all components considerably higher.

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37%

42%

40%

18%

11%

EO Laws orRegulations

Methods ofAdministration

Generalinformation

DiscriminationComplaint

Other

Recipients: Calling CRCWho Recipients talk to at CRC and the Topics Discussed

EO Specialist23%

Tech Advisor, Senior Policy

Analyst, Manager

68%

Other9%

Recipients speak to Tech Advisors, Senior Policy Analyst, and Managers most often.

Recipients call to discuss Methods of Administration and General Information most frequently.*

* Recipients could indicate more than one topic that they called to discuss, this question was asked as a multiple response question.

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Desired Outcome

The Civil Rights Center wants their Recipients to say positive things about the services they provide. This is the desired outcome that was measured in the customer satisfaction survey.

“How willing would you be to say positive things about the Civil Rights Center ?” scored an 89 (impact of 4.1 from CSI)

Have not Complained

92%

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Conclusions and Recommendations

Evaluate current Training offerings

The Civil Rights Center Website is an area for possible improvements

Recipients rated the ease of finding information on the website the lowest of all attributes measured in the survey. However, this is the method they use most to obtain information from the CRC. If possible, provide a clear link to the CRC from the DOL website and organize resources in a more comprehensive manner.

Staff should be maintained

Keep up the good work! This component has the highest score and a relatively high impact on Satisfaction. Recipients are very satisfied with the interactions they have with CRC staff members. Monitor this area - if scores decline here, scores for Satisfaction will most likely decline also.

Recipients are very pleased with the training seminars, conferences and workshops that the CRC is conducting. However, not all recipients are able to attend these events. Investigate additional options, such as online and on-site training, so all recipients have access to training.

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Detailed survey results for all of the Federal services, including trends in performance and customer satisfaction, were updated in December 2003 and can be found on the website www.customerservice.gov.

Many agencies share best practices through the interagency customer service forum.

Additional Information

Documents

Federal Consulting Group August 2004 Department of Labor Civil Rights Center 2004 Satisfaction Study - Recipients