9/11/07 Secretary South Announces Results of Customer and Employee Satisfaction Surveys
~78 percent surveyed give high marks for overall customer satisfaction~
TALLAHASSEE - Department of Management Services Secretary Linda H. South today announced the results of the first-ever, agency-wide customer satisfaction survey. Seventy-eight percent of those surveyed reported being satisfied or extremely satisfied with the agency's overall performance. Distributed in June, the survey is part of an effort to benchmark employee performance and measure how satisfied customers are with the quality of the agency's products and services. A random sample of 40,000 of the Department of Management Services 1.1 million customers surveyed included current and retired state employees, members of the media and vendors who do business with the state.
"As public servants, the goal of every state employee should be to provide the highest level of customer service to the people of Florida," said Governor Charlie Crist. "I applaud our employees for their continued efforts to maintain the high standards people expect from the State of Florida."
Department of Management Services employees were also asked their opinion about how satisfied they believe customers are with their services. There was a gap between what customers reported experiencing and that of what agency employees expected customers to report. While 37 percent of surveyed customers reported being extremely satisfied, only 26 percent of agency employees reported that customers would be extremely satisfied.
"These survey results show us that we do good job at meeting expectations, and that there are opportunities for us to strengthen our services," said Secretary South. "But when you ask our employees, surprisingly, they underestimate their quality of work. That makes these survey results all the more exciting. Now we know how well we perform and how we can improve."
Both surveys gave respondents the chance to rate their experiences on a scale from five to one, with five being the highest. The department scored highest in the areas of helpfulness, speed of service and product quality and availability. The customer survey addressed how each division of the Department of Management Services handles service and product inquiries. As part of a comprehensive, customer service training for all of the agency's employees, each quarter the survey will be redistributed. Quarter-to-quarter comparisons help each division reward outstanding performance and identify areas for improvement. The agency will survey its customers again October 12.
In an effort to improve business practices for all state agencies and local governments in Florida, the Department of Management Services offers this survey as a model to measure customer satisfaction and set in motion a service culture based on continual improvement. The agency extended an invitation to other state government organizations interested in participating in its customer quality assurance training. To date, 70 percent of the Department of Management Services team attended the three-hour comprehensive training.
"The goal of all public employees should be to enhance the quality of life for all citizens while improving the way we do business," said Chief Performance Officer Rob Hebeler. "This first round of surveys gives us a great starting point in focusing on continual improvement."
|
Department of Management Services Customer Satisfaction Summary Data | |||||
|---|---|---|---|---|---|
| Overall DMS Results | Extremely Dissatisfied | Dissatisfied | Neither Satisfied nor Dissatisfied | Satisfied | Extremely Satisfied |
| Satisfaction of Expectation vs. Experience | 5% | 7% | 10% | 41% | 37% |
|
CUSTOMER SERVICE ATTRIBUTES | |||||
| Friendly | 1% | 3% | 10% | 43% | 43% |
| Listened Well | 2% | 4% | 12% | 42% | 41% |
| Helpful | 3% | 5% | 9% | 39% | 43% |
| Speed of Service | 4% | 6% | 14% | 40% | 35% |
| Checked for Satisfaction | 4% | 5% | 23% | 36% | 33% |
|
PRODUCT ATTRIBUTES | |||||
| Product was Available or Delivered as Promised | 3% | 4% | 6% | 42% | 38% |
| Level of Quality | 3% | 4% | 8% | 43% | 37% |
| Easy to Understand or Use | 3% | 5% | 9% | 42% | 36% |
| Allowed me to Accomplish What I wanted to Do | 3% | 4% | 8% | 41% | 38% |
| Priced Fairly | 1% | 1% | 9% | 15% | 13% |
*62 percent of survey respondents selected "Does Not Apply" for this question
|
DMS Employee Perception of Customer Satisfaction Summary Data | |||||
|---|---|---|---|---|---|
| DMS Results | Extremely Dissatisfied | Dissatisfied | Neither Satisfied nor Dissatisfied | Satisfied | Extremely Satisfied |
| Overall Satisfaction of Expectation vs. Experience | 0% | 3% | 8% | 64% | 26% |
|
CUSTOMER SERVICE ATTRIBUTES | |||||
| Friendly | 0% | 1% | 5% | 48% | 45% |
| Listened Well | 1% | 1% | 8% | 52% | 38% |
| Helpful | 0% | 2% | 7% | 48% | 43% |
| Speed of Service | 1% | 5% | 11% | 56% | 28% |
| Checked for Satisfaction | 1% | 3% | 24% | 49% | 23% |
|
PRODUCT ATTRIBUTES | |||||
| Product was Available or Delivered as Promised | 0% | 3% | 12% | 55% | 26% |
| Level of Quality | 1% | 4% | 16% | 37% | 18% |
| Easy to Understand or Use | 0% | 4% | 7% | 57% | 30% |
| Allowed me to Accomplish What I wanted to Do | 0% | 2% | 7% | 53% | 36% |
| Priced Fairly | 0% | 3% | 9% | 60% | 25% |
To view the complete survey results, visit www.dms.MyFlorida.com.
FOR IMMEDIATE RELEASE: SEPTEMBER 11, 2007
CONTACT: JAMES MILLER, (850) 921-5266
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