Customer Satisfaction Pilot Studies and Analysis

Overall Satisfaction and Outcomes

Employment and training programs usually judge program quality on the program's ability to help people obtain jobs. Therefore, the most important measure has been the entered employment rate. The natural question is, "How does customer satisfaction relate to the most important outcome?" Unfortunately, there is limited information from the pilots on this subject. We could not directly relate the ACSISAT index to the WIA core indicator of entered employment. However, two states asked respondents in their satisfaction surveys whether they were employed, at the time of the survey. Below are the results.

Table 8: Effect of Being Employed for State A Participants on Satisfaction Generally and with Specific Services

 
Employed
# of Responses
Mean
Difference Significant
Satisfaction with help in learning about your skills
Yes
240
8.15
YES
 
No
134
7.51
 
Compared to the ideal
Yes
305
7.55
YES
 
No
168
6.85
 
Staff followed through
Yes
311
7.97
YES
 
No
172
7.48
 
ACSISAT
Yes
319
75.10
YES
 
No
180
69.91
 

The results in Table 8 show that the ACSISAT index, one question (Compared to the ideal) that contributes to the index, and two questions about satisfaction with two specific aspects of service. These results are a small proportion of 27 satisfaction questions tested for significant differences among employed and not employed respondents. In Table 9, State B participants who are employed or not employed express no differences on the satisfaction questions.

Table 9: Effect of State B Participants' Being Employed on Participant Satisfaction

 
Employed
# of Responses
Mean
 
Significant Difference
SATISFACTION WITH JOB SEARCH ASSISTANCE
YES
145
7.83
NO
 
NO
96
7.73
 
OVERALL SATISFACTION
YES
269
7.72
NO
 
NO
184
7.64
 
COMPARED TO EXPECTATIONS
YES
268
7.51
NO
 
NO
181
7.25
 
COMPARED TO IDEAL
YES
268
7.40
NO
 
NO
183
7.22
 
ACSISAT
YES
269
72.77
NO
 
NO
185
70.89
 

Comments on Tables 8 and 9

These results indicate that the outcome, entered employment, may not be the most important factor in participant satisfaction. When it is a factor related to satisfaction, it is associated with only modest differences between those with and without jobs, approximately a half point on the 1-10 scale questions and 5 points on the 0-100 scaled index. This suggests that the qualities of services provided and the way customers are treated are as important if not more important than the resulting job. Other research in customer satisfaction lends additional support to this finding.11

Summary>>

11See technical reports regarding employer and worker satisfaction with Unemployment Insurance appeals hearings from 1995, 1997, and 2000 for the Connecticut Board of Appeals in which winning versus losing were only modestly related to satisfaction.

 

 
 
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