CSNOW - Client Surveys - How do we get them right?
Since 2017, a systematic approach for collecting, analyzing, and reporting customer satisfaction data to the agency governing (tripartite/advisory) board is required of all Community Action Agencies. The following Organizational Standards relate directly to customer satisfaction:
Standard 1.1: The organization demonstrates low-income individuals’ participation in its activities.
Standard 1.2: The organization analyzes information collected directly from low-income individuals as part of the community assessment.
Standard 1.3: The organization has a (1) systematic approach for (2) collecting, (3) analyzing, and (4) reporting customer satisfaction data to the governing board.
Standard 6.4: Customer satisfaction data and customer input, collected as part of the community assessment, is included in the strategic planning process.
Beyond these requirements, consumer input and involvement is critically important because it directly affects the ability of customers to access and use services.
But how do we develop these surveys using a DEI lens? How do we know what type of questions to ask and how can I use these surveys to plan for the future? Well, you’ve come to the right place as we are going to take a shallow dive into all things possible for client surveys. Join us for an informative discussion into all things surveys. Topics will include:
Creating a Culture of Customer Satisfaction
Establishing a Customer Satisfaction System
Collecting Customer Satisfaction Data
Analyzing Customer Satisfaction Data