Study with the several resources on Docsity
Earn points by helping other students or get them with a premium plan
Prepare for your exams
Study with the several resources on Docsity
Earn points to download
Earn points by helping other students or get them with a premium plan
Community
Ask the community for help and clear up your study doubts
Discover the best universities in your country according to Docsity users
Free resources
Download our free guides on studying techniques, anxiety management strategies, and thesis advice from Docsity tutors
The implementation of a customer satisfaction and feedback system in Community Action Agencies, as required by the CSBG Organizational Standards in 2017. The system includes collecting, analyzing, and reporting customer feedback to the agency governing board, and attributes of customer-driven excellence such as customer-focused vision, continuous improvement culture, and a focus on the total customer experience. Tips for designing a customer satisfaction system are provided, along with examples from Eastern Idaho Community Action Partnership and San Luis Obispo CAA.
Typology: Slides
1 / 25
This page cannot be seen from the preview
Don't miss anything!
This document was prepared by Jim Boyd under a technical assistance consultant agreement sponsored by the National Community Action Partnership, Washington DC and the Texas Department of Housing and Community Affairs, Austin, Texas
March 2018
This document provides tips and suggestions for implementing a customer satisfaction system in a community action agency. To achieve this end, it provides real-world examples of customer feedback processes and procedures ranging from simple paper/postcard or scantron surveys to more elaborate on-line or telephone survey approaches. All examples are based on sound and proven customer surveying approaches and methods based on the American Customer Satisfaction Index model (www.theacsi.org/about-acsi/the-science-of-customer-satisfaction) – a national methodology widely used in private industry sectors as well as by local, state and federal entities. Currently the Office of Community Services (OCS), U.S. Department of Health and Human Services uses this model to survey state offices administering CSBG grants.
With the adoption and implementation of the CSBG Organizational Standards in 2017, a systematic approach for collecting, analyzing and reporting customer satisfaction data to the agency governing (tripartite/advisory) board is now required ( Organizational Standard 1.3 ) of all Community Action Agencies.
Organizations that choose to focus on achieving customer driven excellence often have the following attributes:
Customer-focused vision and mission statements Continuous improvement organizational culture – a listening and learning environment A focus on the total customer experience from first contact to end results Customer service standards, staff training and accountability at every level of the organization
Tips for designing a customer satisfaction, feedback and improvement system in your agency:
Involves the agency Board, and adopt a written (formal), agency-wide customer service policy that covers all programs and services administered by the agency; Adopts policies and procedures that address both External Customers (clients, partners, stakeholders, funders etc.) and Internal Customers (staff, Board members and volunteers). Ensures the policy lays out clear procedures (often via a procedures guide) and provisions for required customer service training on engaging the client as a customer; Ensures the policy lays our procedures for data collection, analysis, reporting and how the data will be used for agency improvement over time; Recognizes that customer satisfaction feedback is time sensitive – collecting actionable customer data (satisfaction) and making corresponding improvements is the purpose of the system. This is different from the community needs assessment requirements in Organizational Standard 1.. Ensures customer satisfaction data is aggregated systematically, tracked over time, and reported systematically to the staff, Board, and community. Presents agency customer satisfaction results (measures/metrics data) in an agency-wide performance scorecard and as part of an agency annual report.
2012 recipient of the Award for Excellence in Community Action
The first sample was developed by the Eastern Idaho Community Action Partnership (EICAP) as part of its Pathways and Award for Excellence Initiative (in 2012) sponsored by the Community Action Partnership.
EICAP Process
EICAP developed post card sized Customer Satisfaction cards. These cards are color coded to match the Program Service Guide (or “Cheat Sheet”). These cards have prepaid postage and are made available to any visitor who comes to an agency location or service center.
In some instances, clients who are visited in their homes or at a third party location are also given cards, but certain questions may be blacked out on the cards. Each program director determines the circumstances and mechanism for these cards to be distributed.
As Customer Satisfaction cards are returned, they are entered into a collection mechanism (currently, Survey Monkey). Quarterly, EICAP’s Information Systems Manager produces a quarterly report of individual program surveys, which is shared with the appropriate program director and the Executive Director. In addition, a global report of all surveys is produced and shared with the Leadership Team Board of Directors and other agency and community documents.
The agency survey data is used in the following ways:
The responses to the “ My needs were met. ” and “ I would recommend EICAP to friends and family. ” questions are incorporated into the agency’s Performance Scorecard as an overall satisfaction score tracked over time. This is a key metric of agency success. The Leadership Team examines the results and comments of the global response report. Based on these customer feedback and results, agency-wide policy and improvement strategies are adopted and deployed to improve service delivery to our customers.
Advantages:
Easy startup and may be offered in a paper postcard format. It can be used across multiple program area with each program using a different card color to distinguish the origination of the survey. Proven survey methodology and adaptation to a CAA environment. Can be adapted also as an electronic/on-line survey approach and modified to offer a 5 or 7 selection Likert preference scale. By using a yes/no question set, it is simple to calculate the level of satisfaction or dissatisfaction – either a client/user is or is not satisfied with the agency or services received.
This survey is based on the American Customer Satisfaction Survey methodology – a proven and effective way to assess both the degree of satisfaction/dissatisfaction (overall satisfaction level) and key contributing factors of dissatisfaction (treatment by staff, facilities etc.). By having each program use the identical survey, but with different color cardstock, EICAP was about to zero in on area of needed improvement by program and location.
Disadvantages:
Paper version with color codes may not work for every agency because of service delivery structure or logistics involved. More staff intensive and less technical efficiency – agency size will determine best approach. Yes/No questions offer a limited scale (compared to a 5 or 7 selection Likert scale) for assessing degrees of satisfaction.
Note : The availability of on-line survey tools has proliferated in the last few years and may make more sense than a paper postcard approach. However, use of multiple methods (such as using both post cards and online options dramatically enhance customer access and should be considered.
The survey methodology for this seven question survey approach follows the ACSI customer survey concept. It is based on following:
I was helped in a timely manner? My needs were met? I was informed about other EICAP and community services?
2016 Award for Excellence in Community Action Recipient
SLO CAA initiated their approach to customer driven excellence via a customer feedback and improvement policy initially adopted by the SLO Board 2013
SLO BOARD ACTION
ITEM: Customer/Constituent Feedback System
ACTION REQUIRED: Board approval to formally adopt a systematic, agency-wide policy and process to collect, assess, act upon, and trend client and constituent feedback regarding agency programs and services.
SUMMARY NARRATIVE: Community Action Agencies (CAAs) are tasked with understanding the voices of customers, constituents and stakeholders in the community. Relationships are an integral part of an overall listening and learning strategy. To meet the Pathways to Excellence Standard 3.2, CAPSLO must develop and implement an agency-wide policy and process to systematically collect, assess, and act upon customer/constituent feedback from customers about agency programs and services. The agency must also systematically track and produce formal reports using trends and comparative customer/constituent feedback data that provide evidence of a high degree of satisfaction among low-income customers, partners/stakeholders, investors/funders, and the community. Customer driven excellence is the outcome of this process. A standardized client survey has been developed and an annual calendar set for each program to administer the survey to their clients during a pre-designated month of each year. In some cases, an additional program- specific survey will be attached. The survey is available in English and Spanish. Results will be reviewed by the Board Planning Committee and reported to the full Board, at minimum, once yearly with any recommendations made at that time.
BUDGET/FINANCIAL IMPACT: $1,800 in the first year for formatting, printing and reporting all client surveys. This includes the printing of 9,200 surveys for one year. These costs should diminish slightly in the following years due to an existing design.
STAFF RECOMMENDATION: Recommend approval. It is very important that the agency have a systematic, agency-wide process to collect, assess, and act upon customer/constituent feedback for continuous agency and program improvement.
CHIEF EXECUTIVE OFFICER’S RECOMMENDATION: Recommend approval. Having an opportunity to learn from those we serve on a more systematic basis will enable the agency to make more strategic decisions regarding future program development and improvement
PROCEDURES FOR ADMINISTERING CUSTOMER SURVEYS In 2013, the CAPSLO Board of Directors approved a formal process for systematically collecting, segmenting, assessing, and acting upon customer/constituent feedback from targeted customers regarding agency programs and services. Client participants, partners/stakeholders, investors/funding sources and the general community participate in both agency-wide and program-specific satisfaction surveys.
The process for obtaining feedback is as follows:
Below is a sample scantron based customer survey instrument:
This eight question survey instrument follows the same ACSI methodology, but adds a question about participation in an agency focus group.
Pathways to Excellence Participant 2015
CCSCT Client Satisfaction Survey Policy-External
Purpose Define and provide guidelines for collecting, analyzing and reporting external client satisfaction data.
Policy Each program will distribute satisfaction surveys to clients in the quarter for which they have been pre-assigned (see schedule below). These surveys will be collected at the time of service and/or the time of inspection, depending on the program.
The results of the surveys collected throughout that quarter will then be compiled by the Program Director and analyzed to identify areas for improvement to services in the first month immediately
following the quarter. The results of the surveys for each program, along with any necessary improvements, will be reported to the Board annually in January.
Schedule
Program Assigned Quarter
Months for Collection
Months for Compiling & Analyzing
Reporting to Board
Weatherization Q1 Jan, Feb & March April January of each year WIC Q2 April, May & June July January of each year Aging/Senior Meals Q3 July, August & September
October January of each year CEAP/CSBG Q4 October, November & December
January January of each year
The Customer Service Committee (CSC) collects feedback from customers/stakeholders via distributed surveys, suggestion box, program or department reports or another acceptable determined format. The Committee reports to the KCEOC Management Team and Board of Directors quarterly, makes recommendations, and suggests actions, and policies/procedures based on feedback received from customers and stakeholders. Customer and stakeholder feedback is collected monthly.
A. External Customer Feedback : The Customer Service Committee (CSC) collects external customer feedback through the Customer Satisfaction Surveys.
Our targeted external customers are: Clients Community members Donors Partners Volunteers Others as deemed appropriate
The surveys are gathered through various techniques including: Telephone Interviews Hand to Hand Distribution Mailings Lock Box Collection Agency Web-Site Feedback System
External Customer Feedback gathered from all types of customer satisfaction surveys are reported to the CSC quarterly (customer satisfaction feedback). Some types of customer satisfaction feedback are reported annually in whichever quarter they happen to be scheduled in (Partner, Donor, and Volunteer feedback). All Customer Feedback types will have a specific feedback report created for that type (I.E. Partner Feedback Report). The CSC Co-Chairs create a report from the Survey Gold program or receive it from Survey Systems, Inc. and will refer to it as the feedback report.
The feedback report is reviewed, analyzed and discussed by the CSC. The CSC Co-Chairs copy the feedback report with commentary if needed and submit it to KCEOC’s Management Team and Board of Director’s. KCEOC’s Management Team reviews the feedback report submitted by the CSC. KCEOC’s Management Team addresses negative feedback by discussing, formulating and creating strategies, policies, and procedures to improve agency customer service.
KCEOC’s Management Team shares positive feedback with the appropriate program, department manager, or employee to ensure that proper recognition is received by all who deserve to receive it (chain of command email, newsletter section, Intranet Customer Service Portal).
B. Internal Customer Feedback: The Customer Service Committee (CSC) collects internal customer feedback through a paper survey referred to as the Employee Satisfaction Survey.
Our internal customers who will be targeted are: Board Members Employees Others as deemed appropriate
The feedback will be gathered through various techniques including, but not limited to: Paper Employee Satisfaction Surveys distributed by hand at KCEOCC Annual staff meetings Agency Web-site Feedback system Paper Employee Satisfaction Surveys distributed by hand at the County meetings Employee Exit surveys Open door policy Virtual Employee suggestion box
Internal Customer Feedback is reported to the CSC annually. The CSC Co-Chairs create a report from the Survey Gold program referred to as the internal feedback report. The internal feedback report is reviewed, analyzed and discussed by the CSC. The CSC Co-Chairs copy major complaints from the Internal Customer feedback reports and submit them to the agency Personnel Manager. The CSC tracks both positive and negative feedback submitted to the agency personnel manager or the management team
KCEOC’s Management Team discusses, formulates strategies, policies, and procedures to improve the agency based on the feedback received. The feedback reports are submitted to the KCEOC Management and Board of Directors annually along with recommendations and the creation for new or revised policies and procedures were applicable.
KCEOC’s Management Team reviews the feedback report submitted by the CSC. KCEOC’s Management Team addresses negative feedback by discussing, formulating and creating strategies, policies, and procedures to improve agency customer service. KCEOC’s Management Team shares positive feedback with the appropriate program, department manager, or employee to ensure that proper recognition is received by all who deserve to receive it (chain of command email, newsletter section, Intranet Customer Service Portal).
C. Program/Department Reporting: Customer feedback is reported to the CSC quarterly or another pre-determined time frame. The rate at which feedback is collected is solely based on program structure and function. A designated member of the CSC is responsible to facilitate survey distribution and collection for each program/department. A member designated by the CSC is also assigned to collect surveys from agency lock boxes and submit them to the CSC Co-Chairs.
Some programs may collect customer feedback on an ongoing basis throughout the year while other programs may collect feedback two times per year. Program/department feedback surveys are reviewed and analyzed by the CSC. Feedback reports are created with the Survey Gold program or are received from Survey Systems, Inc. and are reported to the KCEOC Management Team and Board of Directors. The Customer Service Committee recommends and creates policies/resolutions from these reports for KCEOC’s Management Team to consider.
The area was appropriate for private conversations. You felt your information would be kept confidential by KCEOC staff.
Facilities were clean. Poor Service Poor to Average Average Above Average Great Service N/A
You were comfortable during the visit. Poor Service Poor to Average Average Above Average Great Service
You were able to find our agency easily. Poor Service Poor to Average Average Above Average Great Service N/A
Overall rating of KCEOC services. Poor Service Poor to Average Average Above Average
Would you recommend KCEOC to others? Yes No
Did you receive services recently? Yes No Which program did you apply for? ( Use option box listing available programs for online ) Did KCEOC staff tell you about other KCEOC programs? Yes No Would you like to volunteer for our agency? Yes No Would you be interested in participating in further discussion to help KCEOC improve? Yes No How did you hear about KCEOC? Newspaper Radio Television Social Media Other What would make our services better? (Use Text Box for online survey)
Would you like your name included in the quarterly Customer Service drawing? Yes No Please tell us about yourself. (this information is voluntary, if participating, provide name, address, email address, and phone number) ( Use text box for online survey )
Dear ___________Community Action Customer:
Thank you for coming to ___________Community Action for your needs. _________ Community Action values its customers and is committed to providing quality services. Please take a moment to tell us about your experience with our staff and our programs.
1, What type of services did you seek today?
Emergency Services Weatherization Transportation Emergency Food Assistance
__ Other
Strongly Agree Agree (^) Disagree Strongly Disagree
Strongly Agree Agree (^) Disagree Strongly Disagree
4. Staff listened and responded to my concerns?
Strongly Agree Agree (^) Disagree Strongly Disagree
Strongly Agree Agree (^) Disagree Strongly Disagree
Strongly Agree Agree (^) Disagree Strongly Disagree
Customer Satisfaction – Online Survey Instrument
1. When I entered the building, I felt welcome
Yes No
2. The facilities were clean.
Yes No
3. I was helped in a timely manner
Yes No
4. I was treated with respect
Yes No
5. My needs were met.
Yes No
6. I was informed about other agency specific community services.
Yes No
7. I would recommend this agency and its services to friends and family
Yes No
