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Customer Service Survey (English)

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APPENDIX 8. CUSTOMER SERVICE SURVEY

An agency’s customer service survey must include the following questions and scale to measure satisfaction with the agency’s facilities, staff interactions, communications, website, complaint handling processes, timeliness, printed information, and overall satisfaction with the agency. An agency may disaggregate these general questions into multiple questions that separately examine components of customer service; for example, for Question 2, an agency may ask questions regarding staff friendliness separate from questions regarding staff knowledgeability. The disaggregated questions likewise should use the prescribed scale. However, in its report, an agency should include a result for Question 2 that combines the results for those separate questions. These standardized questions should be in addition to survey questions that address customer satisfaction specific to the agency’s programs and services.

SCALE

1 - Very unsatisfied

2 - Unsatisfied

3 - Neutral

4 - Satisfied

5 - Very Satisfied

N/A - Not Applicable

1. How satisfied are you with the agency’s facilities, including your ability to access the agency, the office location, signs, and cleanliness?*

Answer required for "1. How satisfied are you with the agency’s facilities, including your ability to access the agency, the office location, signs, and cleanliness?"

2. How satisfied are you with agency staff, including employee courtesy, friendliness, and knowledgeability, and whether staff members adequately identify themselves to customers by name, including the use of name plates or tags for accountability?*

Answer required for "2. How satisfied are you with agency staff, including employee courtesy, friendliness, and knowledgeability, and whether staff members adequately identify themselves to customers by name, including the use of name plates or tags for accountability?"

3. How satisfied are you with agency communications, including toll -free telephone access, the average time you spend on hold, call transfers, access to a live person, letters, electronic mail, and any applicable text messaging or mobile applications?*

Answer required for "3. How satisfied are you with agency communications, including toll -free telephone access, the average time you spend on hold, call transfers, access to a live person, letters, electronic mail, and any applicable text messaging or mobile applications?"

4. How satisfied are you with the agency’s website, including the ease of use, mobile access, information on the location of the site and the agency, and information accessible through the site such as a listing of services and programs and whom to contact for further information or to complain?*

Answer required for "4. How satisfied are you with the agency’s website, including the ease of use, mobile access, information on the location of the site and the agency, and information accessible through the site such as a listing of services and programs and whom to contact for further information or to complain?"

5. How satisfied are you with the agency’s complaint handling process, including whether it is easy to file a complaint and whether responses are timely?*

Answer required for "5. How satisfied are you with the agency’s complaint handling process, including whether it is easy to file a complaint and whether responses are timely?"

6. How satisfied are you with the agency’s ability to timely serve you, including the amount of time you wait for service in person?*

Answer required for "6. How satisfied are you with the agency’s ability to timely serve you, including the amount of time you wait for service in person?"

7. How satisfied are you with any agency brochures or other printed information, including the accuracy of that information?*

Answer required for "7. How satisfied are you with any agency brochures or other printed information, including the accuracy of that information?"