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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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