Customer Satisfaction Pilot Studies and Analysis

Introduction

The Workforce Investment Act of 1998 (WIA) places new emphasis on the importance of the customer. State and local workforce systems are required to support customer choice in the administration of training programs and to collect customer satisfaction data from both participant and employer customers. Combined with the need to have a continuous improvement plan, WIA creates a new focus on improving programs to better serve the system's customers.

Along with reporting the results from six states piloting the customer satisfaction survey using the ACSI, a number of ways of looking at the customer satisfaction survey data will be presented. The overall approach in this report is to provide practical ways of calculating, reporting and using customer data to keep in touch with customers and to guide program improvement. After each approach is explained, the survey data collected from pilot customer satisfaction surveys, using the questions from the American Customer Satisfaction Index (ACSISAT)1 , will be analyzed and presented to illustrate each approach.

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