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Topics : One-Stop Customer Satisfaction Surveys

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Hector Rivera
Posted: Jan 25,2010 01:19PM
Joined: 10/05/2009
Posts: 2
In Rhode Island, we are currently investigating options for a One-Stop Customer Satisfaction Survey (not the WIA survey) and were wondering if perhaps one of the other states were utilizing such a survey, and if so, would you be willing to share that with us. What we envision is a brief survey designed to determine overall satisfaction with our services, and perhaps suggestions for improvements/enhancements to our One-Stop approach.

We thank you for any and all assistance!

Hector Rivera
DLT
Workforce Development Services
Cranston, RI
hrivera@dlt.ri.gov
Myriam Milfort
Posted: Feb 01,2010 09:36AM
Joined: 06/09/2006
Posts: 29
From: Finley, Sheree - ETA

Subject: Question from Boston CoP: Options for a One-Stop Customer Satisfaction Survey

In regard to the question on the Boston Region Community of Practice; after conducting the research I've found that there are a million surveys in various formats the survey utilized by DKMM was the most easily accessible and provided a "live" example of an actual survey that meets their criteria of: brief, designed to determined overall satisfaction, as well as provided space for suggestions/ feedback.

The DKMM (Delaware, Knox, Marion, Morrow County) One-Stops in Ohio developed a survey http://www.surveymonkey.com/S/TZM2SXS; utilizing "Survey Monkey" as their platform. As a sidebar, web survey applications have made the survey process faster and more efficient with real time results as well 24 hour access, so it's a great tool to consider. If you scroll down below you can view the survey, its very brief- questions can be tailored to their specific needs. They may also wish to utilize the "Secret Shopper" concept in combination with the online survey which was also a method used in collecting data on service delivery.

Please advise if I can be of further assistance.


Sheree


************************************ Survey**************************************

Please answer the following questions about your visit to the DKMM One-Stop Center. Your responses are appreciated and will help improve services to our customers. Please select the answer that best fits your level of satisfaction on each question. We welcome your suggestions and comments.

Thank you!
*
1. Date of One-Stop visit:
2. County One-Stop visited:
3. Please rate the following:
Very Satisfied Satisfied Dissatisfied Very Dissatisfied
To what extent were you satisfied with the One-Stop's accessibility such as parking, hours of operation, physical location, etc.?
To what extent were you satisfied with the Resource Room materials and computer access (brochures, information, etc.)?
To what extent were you satisfied with the knowledge of the workers who assisted you?
Overall, how satisfied were you with the One-Stop services you received? 4. Were you referred to any Partner Services?
5. If you answered Yes to question #4, which ones?
<> <> Adult Basic Education
<> GED Prep
<> Career/Technical Education
<> Experience Works <> Community College
<> Re-Employment <> Temporary Assistance to Needy Families <> Emergency Assistance (PRC, housing, transportation, child care)
<> Trade Adjustment Assistance
Other (please specify) <>
*
6. How many times have you visited this One-Stop?
How many times have you visited this One-Stop? 1-10
Option.1>> 11-20
Option.1>> 21-30
Option.1>> More than 30
7. Which resources have you used during your visits to this One-Stop?
<> Which resources have you used during your visits to this One-Stop? Computers
<> Phone/Fax
<> Copier
<> Job Search materials (brochures, videos, books) <> Education Materials/Information
<> Community Resource Information <> Resume help
<> Job Leads or Newspapers
*
8. Would you recommend the One-Stop to family and friends?
<> Would you recommend the One-Stop to family and friends? Yes
<> No
9. Please add any One-Stop comments and/or suggestions you may have.
<>
Please add any One-Stop comments and/or suggestions you may have.
10. Name and contact number. (optional)
<>
Name and contact number. (optional)
<>





Sheree L. Finley| Workforce Analyst | Finley.Sheree@dol.gov | 202-693-3012
U.S. Department of Labor, Employment and Training Administration, Office of Workforce Investment, Division of Workforce System Support Room S-4231 | 200 Constitution Ave., NW, Washington, DC 20210 | Fax: 202-693-3015


Hector Rivera
Posted: Mar 16,2010 01:32PM
Joined: 10/05/2009
Posts: 2
Thank you for the response and invaluable information regarding the One-Stop surveys. The "Survey Monkey" tool that you mentioned is one that I'm familiar with, but am currently utilizing on a limited basis.

Thanks again!

Hector Rivera
Coordinator of E&T Programs
RI DLT/WDS