Customer Satisfaction Survey

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Jocelin Parker
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1 Federal Fiscal Year Quarters 1-4 Summary Customer Satisfaction Survey Annual Results Summary Closed and Active Cases Report to Florida Rehabilitation Council Conference Call November 5, 2013 Minna Jia, Ph.D Director, FSU Survey Research Laboratory

2 SURVEY APPROACH Closed Cases Survey all cases closed at the end of month Letter Instrument 12 Closed items 3 Open-ended Active Cases Survey all cases still active opened 6 months earlier Letter Instrument 12 Closed items 2 Open-ended 2

3 APPROACH AND RESPONSE RATE CUSTOMERS WITH CASES CLOSED: This analysis based on surveys: October 2012 to September 2013 mailings mailed 10,855 Surveys Analysis based on 2,139 completed surveys Response Rate = 2 (4th Quarter Data still being collected) CUSTOMERS WITH ACTIVE CASES: This analysis based on surveys : October 2012 to September 2013 mailings 14,638 surveys mailed analysis based on 3,672 completed surveys Current Cases Response Rate = 25% 3

4 MAJOR TRENDS FFY Current clients are generally happier than clients with closed cases. For clients with closed cases, Area1& Area6 stand out as the good ones. Area2 and Area 5 are still below the average on most of the survey instruments. For clients with closed cases, Area2 made improvements through the 4 quarters on most of the instruments. For current clients, Area2 made improvements on each primary instrument. For current clients, Area5 is lower than the previous year on almost every aspect. Satisfaction level of current clients increased noticeable than the previous year. 4

5 PROGRAM OUTCOMES FFY % 77% 76% 79% 82% 85% 81% 2 Overall Satisfaction Services Made Life Better Would Recommend to a Friend Satisfied with Job Obtained Closed Cases Active Cases 5

6 Program Outcomes: Obtained Jobs FFY closed cases 10 More Clients Obtained Job after joining the program than the pervious year(62%). 2 65% 28% 7% Yes Already Had A Job Missing Closed Cases 6

7 FFY Closed Cases Those who obtained jobs are mostly satisfied with their jobs Missing ALREADY HAD JOB 28% YES 65% SATISFIED 81% GOT A JOB? SATISFIED? 7

8 VR CUSTOMERS ARE INFORMED ABOUT CHOICES FFY Informed of Alternative Choices Definitely or Think So Closed Cases (Q6) (Q6b) 75% were informed of alternative providers and vocational goals 89% were able to make choices Active Cases Service Provider Alternatives (Q6) (Q6a) 66% were informed of alternatives 87% were able to make choices Vocational Goals Alternatives (Q7) (Q7a) 7 were informed of alternatives 94% were able to make choices 8

9 INFORMED ABOUT ALTERNATIVE SERVICE PROVIDERS AND VOCATIONAL GOALS? FFY Active Cases ALTERNATIVE SERVICE PROVIDERS ALTERNATIVE VOCATIONAL GOALS YES YES YES YES 66% 87% 7 94% INFORMED? ABLE TO MAKE YOUR CHOICES? INFORMED? ABLE TO MAKE YOUR CHOICES? 9

10 VR CUSTOMERS ARE POSITIVE ABOUT PROGRAM SERVICES FFY Accessibility Very or Mostly Satisfied Closed Cases (Q1) 85% Active Cases (Q1) 86% Appropriate Services Highly Appropriate or Appropriate Closed Cases (Q4) -- 81% Active Cases (Q8) -- 85% Promptness Very Promptly or Promptly Closed Cases (Q7) 63% Active Cases (Q9) 61% Need Other Services --Yes--Definitely or Think So Closed Cases (Q5)-- 10

11 Closed and Active Case Comparison SERVICES FFY % 86% 81% 85% 63% 61% 2 Accessibility Approriate Promptness Need Other Services Closed Cases Active Cases 11

12 Closed and Active Case Comparison STAFF FFY % 93% 93% 78% 81% 82% 2 Understand Needs Courtesy & Respect Do What Say My Responsibilites Explained Closed Cases Active Cases 12

13 Who Filled out the Survey? FFY Closed Case 10 78% 2 12% 1 Client Client with Assistance Other Person Closed Cases 13

14 PROGRAM OUTCOMES FFY to Closed Case 10 87% 87% 89% 86% 86% 86% 88% 89% 9 82% 79% 81% 83% 85% 82% 84% 86% 82% 84% 81% 83% 82% 82% 78% 78% 74% 75% 75% 75% 77% 73% 75% 76% 2 Overall Satisfaction Services Made Life Better Would Recommend to a Friend **2008**

15 OBTAINED JOBS FFY to Closed Cases % 62% 58% 56% 49% 46% 48% 45% 45% 45% 44% 41% 42% 42% 35% 31% 31% 32% 33% 28% Yes Already Had Job **2008**

16 SATISFACTION WITH JOB OBTAINED FFY to Closed Cases 10 79% 78% 81% 84% 84% 83% 85% 82% 89% 83% 81% 2 Very/Mostly Satisfied **2008**

17 INFORMED OF ALTERNATIVE PROVIDERS AND ABLE TO CHOOSE PROVIDERS? FFY to Closed Cases 10 79% 79% 79% 74% 75% 76% 76% 76% 76% 76% 75% 66% 91% 89% 88% 9 92% 93% 92% 9 87% 89% 89% 87% 2 Informed? Able to Choose? **2008**

18 SERVICES FFY to Closed Cases 10 89% 87% 88% 88% 9 91% 91% 85% 87% 87% 89% 86% 88% 84% 84% 84% 85% 83% 84% 82% 79% 81% 81% 77% 76% 73% 7 67% 67% 68% 68% 63% 65% 64% 63% 2 Accessibility Approriate Promptness **2008**

19 NEED OTHER SERVICES FFY to Closed Cases 10 38% 38% 37% 36% 32% 29% 29% 37% 42% 43% 41% 2 Need Other Services **2008**

20 STAFF FFY to Closed Cases 10 88% 83% 81% 83% 85% 87% 82% 81% 78% 79% 79% 78% 94% 92% 93% 93% 94% 95% 95% 92% 91% 91% 93% 93% 2 Understand Needs Courtesy & Respect **2008**

21 WHO FILLED OUT THE SURVEY FFY to Closed Cases 10 82% 83% 84% 85% 87% 82% 83% 79% 76% 78% 78% 2 11% 11% 14% 1 9% 9% 8% 1 12% 13% 12% 1 7% 6% 6% 6% 6% 5% 7% 8% 9% 1 Client Client with Assistance Other Person **2008**

22 PROGRAM OUTCOMES FFY to Active Cases 10 82% 82% 79% 81% 82% 83% 84% 86% 77% 81% 79% 76% 77% 75% 75% 77% 77% 77% 77% 79% 76% 87% 87% 88% 89% 9 85% 85% 85% 84% 83% 85% 2 Overall Satisfaction Services Made Life Better Would Recommend to a Friend **2008**

23 INFORMED ABOUT ALTERNATIVE SERVICE PROVIDERS? FFY to Active Cases 10 72% 67% 68% 68% 7 65% 66% 66% 64% 66% 66% 87% 87% 86% 87% 88% 87% 87% 85% 85% 87% 84% 2 Informed? Able to Choose? **2008**

24 INFORMED ABOUT ALTERNATIVE VOCATIONAL GOALS? FFY to Active Cases 10 95% 92% 94% 93% 95% 93% 94% 93% 93% 92% 94% 73% 7 69% % 68% 7 68% 7 66% 2 Informed? Able to Choose? **2008**

25 SERVICES FFY to Active Cases 10 87% 87% 87% 89% 9 88% 87% 85% 85% 87% 87% 88% 85% 85% 85% 86% 86% 84% 83% 84% 83% 85% 68% 7 65% 65% 65% 67% 62% 63% 61% 61% 61% 2 Accessibility Approriate Promptness **2008**

26 STAFF FFY to Active Cases 10 87% 81% 82% 83% 81% 81% 78% 78% 93% 93% 93% 94% 95% 94% 94% 94% 92% 93% 93% 2 Understand Needs Courtesy & Respect **2008**

STAFF FFY 2002-03 to 2012-13 Active Cases 10 83% 83% 84% 85% 87% 84% 84% 83% 81% 82% 92% 92% 93% 94% 94% 93% 94% 92%

27 STAFF FFY to Active Cases 10 83% 83% 84% 85% 87% 84% 84% 83% 81% 82% 92% 92% 93% 94% 94% 93% 94% 92% 92%92%93% 2 Do What Say Will Do Explain Responsiblities to Me

WYDOT Customer Satisfaction Survey 2016

February 16 th, 2017 WYDOT Customer Satisfaction Survey 2016 Presenting results of the WYDOT Customer Satisfaction Survey, 2016 Presented By Brian Harnisch Senior Research Scientist Wyoming Survey & Analysis