Customer Satisfaction and Employee Engagement

Customer Satisfaction

Increase percentage of agency core services where customer satisfaction is measured 100% by June 30, 2020Explore the data
percent
Current
100percent
Sep 2020 Target
Goal Period ended September 2020

      Supplemental Report (click on the link below):

      Click here to view links to archived reports

      Why is this a priority?

      Every state agency shares a common purpose: high quality service to citizens. Sometimes we don’t meet the needs of our customers. When that happens agencies work to improve services. Measuring customer satisfaction is the first step to improving service. Customer feedback identifies problems impacting the customer. It helps us focus resources on solutions. A core service is the primary reason an agency exists. An agency with a high customer satisfaction in a core service is fulfilling its primary objective. How do we know if we are successful? Our customers tell us.

      How are we doing?

      Currently,37 agencies are participating in this measure. These agencies have 234 core services appropriate for measuring customer satisfaction and 210 core services aremeasured for satisfaction. That is 89% compared to our goal of 100%. Twenty four agencies are measuring 100% of their core services for customer satisfaction.

      What are we working on?

      We are increasing customers’ opportunities to give feedback to government, by setting this statewide target and collaborating across agencies. We are sharing best practices for gaining customer feedback. We are assisting each other with the work of measuring. Agencies will report progress on measuring core services not yet measured, and share their action plans for reaching their target.

      How can you help?

      If you are a customer, you can influence service improvement efforts. Please check agency websites for ways to give feedback.

      If you are an agency, contact the Department of Licensing’s Office of Performance and Accountability, to ask for or offer assistance implementing action plans.

      Additional Information

    Data Governance

    describes the quality of the data itself. Governance issues generally indicate that the data source is considered incomplete or unreliable.

    Model Health

    describes the quality of the predictive model. If the model health is poor, the trend prediction should not be trusted.

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