ECY-Morley, Kim ECY-Morley, Kim

created May 15, 2015

updated Aug 29, 2016

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Description

In 2002 and every other year since then, Ecology has contracted with the U.S. Department of Agriculture (USDA) National Agricultural Statistics Service’s (NASS) Washington Field Office, to conduct a survey of our permit applicants. The survey was expanded in 2010 and again in 2012 to include inspected customers, and now includes 18 permit types and 15 inspection types. The survey is conducted to obtain customer opinion about customer service, our permit and inspection processes, and Ecology’s website. This dataset contains combined results to specific questions in the 2012 and 2014 Customer Survey of Permit Applicants and Inspected Customers. Specific questions were selected to measure the level of customer satisfaction with the agency.

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Goal 5: Efficient, Effective, and Accountable Government
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customer survey, customer satisfaction
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Data Provided By
Department of Ecology
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Metadata
Data Source
This dataset contains combined results to specific questions in Ecology's 2012 and 2014 Customer Survey of Permit Applicants and Inspected Customers. Specific questions were selected to measure the level of customer satisfaction with the agency.
Data Definition
At Ecology, we believe the following factors contribute to customer satisfaction: Customer service, timeliness, clearly defined processes, responsiveness, and accuracy. We selected 11 questions from the 2012 and 2014 Customer Surveys to measure these factors. For most survey questions, customers are given the choice to select Strongly Disagree, Disagree, Agree, Strongly Agree, and Does Not Apply. We consider those that agree or strongly agree with a question/statement to be satisfied. In other questions selected, customers have a choice of Yes or No when asked if a measure is satisfactory. To measure satisfaction, we totaled the number of satisfied responses for all of the selected questions for an overall number of satisfied responses. We also totaled the number of usable responses for all selected questions for an overall number of usable responses. Usable responses are defined as responses other than Does Not Apply. We divided the number of satisfied responses by the number of usable responses for an overall total. [Note: The numbers provided in the dataset represent the total number of responses to questions by customers rather than the number of customers.]
Data Frequency
Biennial survey conducted in even-numbered years.
Target Rationale
n/a
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