tailieunhanh - DAS Customer Satisfaction Survey Report

As of this writing, the Department of Administrative Services (DAS) is in the proposal stage, and has yet to be signed into legislation. Part of the planning for this new endeavor includes assigning customer relations, sales and marketing goals to the Customer Relations Committee. | DAS Customer Satisfaction Survey Report A Report from the DAS Customer Relations Committee Submitted by Ngoc Tran, ICN Marketing Manager April 17, 2003 Contents Pages Executive Summary .1–3 DAS Customer Survey Results .4–5 DAS Customer Survey Comments6–12 Research Statistical Terms .13 Customer Satisfaction Survey 14–19 -i- DAS Customer Satisfaction Survey Report Executive Summary Introduction As of this writing, the Department of Administrative Services (DAS) is in the proposal stage, and has yet to be signed into legislation. Part of the planning for this new endeavor includes assigning customer relations, sales and marketing goals to the Customer Relations Committee. In late January 2003, Mollie Anderson, the DAS Director Designee, asked for a benchmark to measure customer satisfaction before DAS implementation and after DAS implementation. The benchmark would serve to identify areas of strength and those which needed improvement for each of the four and a half departments to participate in the DAS merger. As one of its priorities, the committee began planning for such a survey February 5, 2003 starting with members of the committee which included employees from the four and a half DAS involved agencies (DGS, ICN, ITD, IDOP, IDRF), as well as non-DAS involved departments (DOT and DHS) to provide feedback. Past Research The committee discovered that several customer satisfaction surveys have been and are currently being conducted by the DAS departments, each using different methods, at different times and for different purposes. DGS has several surveys measuring customer satisfaction in different areas of the department including printing, fleet, purchasing and maintenance. ICN has several