Does the agency where you work or plan to work measure public satisfaction? How is this done? The Centers for Disease Control and Prevention (CDC) measure public satisfaction through conducting Customer Satisfaction Surveys (CSSs) (CDC, 2013; CDC, n.d.).
What are the results? The results of the CSSs indicate that the CDC has improved in terms of enhancing customer satisfaction from the period 2004 to 2012, to wit: “customer satisfaction with CDC.gov has significantly increased, as measured by the American Customer Satisfaction Index (ACSI). CDC.gov's quarterly score jumped from 74 (Q2-2004) to 82 (out of 100) in Q4-2012” (CDC, 2013, par. 1).
What is your agency now doing to improve customer service? As reported, through offering and enhancing services online, the CDC has earmarked improving customer service and satisfaction. Likewise, immediately responding to customers’ needs and concerns are contributory to improving customer service and satisfaction.
What other kinds of things could your agency be doing to improve customer service and satisfaction? The CDC could further improve customer service and satisfaction by assuming a proactive stance in addressing most pressing and urgent concerns. For instance, through monitoring of most frequent health issues, the CDC could anticipate the need of the customers and provide crucial information, as required.
How have you personally gone the "extra mile" to improve customer relations/service in your organization? One strongly believes that going the “extra mile” to improve customer service and customer relations could only be undertaken with the support of management and leaders. Since CDC has signified commitment and intent for continuous efforts in improving customer service and satisfaction through regular CSSs, it is indicative that each stakeholder has gone the needed extra mile. As noted, “CDC is classified as a "top performer" by the American
Customer Satisfaction Index” (CDC, 2013, par. 4).
References
CDC. (2013, April 3). Customer Satisfaction Scores. Retrieved from cdc.gov: http://www.cdc.gov/metrics/satscores/
CDC. (n.d.). Performance Requirements Summary. Retrieved from cdc.gov: www.cdc.gov/od/pgo/rfp/amendment2SectionJ36.doc
