Workforce Effectiveness Data Analysis and Evaluation Section
Jorge Viramontes
Slide 2
The Workforce Effectiveness Unit initiated the Service Center
Customer Satisfaction Survey Process back in October 2012. Our
monthly report provides a summary of data collected from October
2012 to the 15 th of the current month. This report presents the
indices for customer overall satisfaction and other services
offered by the workforce centers. In order to obtain additional
conclusions that can be used to improve the quality of the services
provided by the workforce centers, we have included cross
categories, e.g. customers demographic data ad versus overall
satisfaction. Finally, in order to address all the survey concerns,
a QIT monthly working meeting with all supervisor centers will be
held every month. Our paper survey incudes a specific section that
addresses different aspects of the services received by the
customer: You were treated in a friendly and professional manner.
Staff understood your needs and was knowledgeable in the subject
matter. The services you received were delivered timely. The
Workforce Center had the tools and resources you needed. The
facilities were clean and accessible. You have a clear
understanding of the services and resources available to you
through the Workforce Center You would recommend the Workforce
Center to others. 2 DAES
Slide 3
Based on the monthly traffic per workforce center, a sample
size was calculated for a 95% confidence level, 5% confidence
interval, and a maximum variability of 50%. These surveys are
distributed through the different centers, namely, Norman Haley,
Lomaland, Dyer, and North Loop, abbreviated NH, LL, DY, and NL
respectively. Soon LL center will be replaced with Doniphan center,
abbreviated DP. The supervisor or manager of the center is the main
contact and responsible for the distribution of surveys sample
through the entire month. I have asked these individuals to divide
this sample by 4 so it is distributed evenly during the month. One
month is the base period chosen by me, the surveys are picked up
every Friday and captured during the weekend or the following
Monday. It is a myth that the survey should be offered to each
customer, this is not entirely correct. The only requirement is to
exhaust the sample that was calculated for one week, in exactly one
week. There are in fact surveys available in Spanish in case a
customer prefers the survey in this language instead. 3 DAES
Slide 4
To obtain the customer satisfaction indices per service, I did
the following approximation: I selected each survey, then
identified the service provided and the corresponding overall
satisfaction rate (correlation between services ad versus overall
satisfaction). I counted these surveys, then obtained a percentage
shown in the monthly report. Remember that this is only an
approximation, due to the fact that the customer does not directly
rate the satisfaction of the service provided by the Workforce
center. Two different ways are used to present the information when
the categories are selected in the same chart: Non-cluster, which
means that the sum of all percentages is 100%. Cluster, which means
that the sum of all percentages is 100% in each cluster and not
through all categories. The satisfaction levels or attributes are
the following: strongly agree, agree, neutral, disagree, and
strongly disagree, abbreviated sa, ag, ne, da, and sd,
respectively. To calculate the mean and standard deviation for the
overall satisfaction, I defined a scale of values for each
attribute, this scale is the following: sa=5, ag=4, ne=3, da=2,
sd=1, and not_answer=0. 4 DAES
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Slide 9
9 URGWDB - NH CENTER % OF CUSTOMERS BY ZIP CODE SURVEY
Slide 10
10 DAES URGWDB - LL CENTER % OF CUSTOMERS BY ZIP CODE
SURVEY
Slide 11
11 DAES URGWDB - DY CENTER % OF CUSTOMERS BY ZIP CODE
SURVEY
Slide 12
12 DAES URGWDB - NL CENTER % OF CUSTOMERS PER ZIP CODE
SURVEY