3/20/09 Secretary South Announces Customer Satisfaction Survey Results
FOR IMMEDIATE RELEASE FRIDAY, MARCH 20, 2009
CONTACT: CATHY SCHROEDER, (850) 921-5266
~"extremely satisfied"~
TALLAHASSEE- Department of Management Services Secretary Linda H. South today announced the results of the agency's latest customer satisfaction survey. Overall 94 percent of those surveyed reported being satisfied or extremely satisfied with the agency's overall performance, a 7.7 percent increase from the previous quarter.
"Our entire team worked hard to achieve this improvement and I applaud every one of our employees," said DMS Secretary Linda H. South. "Working together over the past two years, we've made a dramatic cultural shift, with customer service as a key driver across all our business lines."
DMS surveyed its customers the first time in June 2007 and has repeated it quarterly since then. Each survey shows incremental improvements in customers' levels of satisfaction, with the latest survey finding the greatest increase in satisfaction to date. DMS asks a random sampling of its 1.1 million customers-retired state employees, members of the media and vendors who do business with the state-how satisfied they are with the agency's products and services quality.
"Because we believe so strongly in this, we incorporated it into our annual employee performance measures," said Secretary South. "In 2007 the majority of our employees attended a three-hour customer service training program and everyone is completing our updated training this year by June 30."
Respondents rate their experiences with DMS on a scale of one to five, with five being the highest. DMS measures five service attributes: friendly, listened, helpful, speed and service checked. The agency measures these product attributes: available, quality, easy to understand, allowed to accomplish and price value. Customer satisfaction increased for every attribute.
The Department of Management Services provides services and support in human resource management, retirement benefits, health benefits, real estate management, specialized services, state purchasing and technology for Florida state government. Learn more at www.dms.MyFlorida.com.
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