305041
Who's your Customer and What do they Think? State Experiences and a New Tool for Assessing Customer Satisfaction
The tool draws from a number of efforts tested in several states including Oregon, Washington, New York, New Jersey, Florida, Minnesota, and Michigan. Several other states subsequently applied the tool.
The basics of this specialized form of analysis are explored and the tool's capabilities are explained. Case examples are presented. Lessons learned about conceptualizing this specialized form of analysis, identifying and collecting information, analyzing data, and communicating and acting upon results will be explored.
Learning Areas:
Conduct evaluation related to programs, research, and other areas of practiceProgram planning
Public health administration or related administration
Public health or related research
Learning Objectives:
Demonstrate the capabilities of the tool designed to help the user think through and apply the steps involved with successfully assessing customer satisfaction.
Explain important lessons learned by states measuring customer satisfaction with public health programs and services.
Keyword(s): Evaluation, Training
Qualified on the content I am responsible for because: I have been the principal of multiple federally funded grants evaluating programs, policies, and quality improvement projects. I have provided capacity building assistance in evaluation to states, territories, tribes, and other grantees. I have overseen the development of a tool to determine customer satisfaction with public health programs and/or services.
Any relevant financial relationships? No
I agree to comply with the American Public Health Association Conflict of Interest and Commercial Support Guidelines, and to disclose to the participants any off-label or experimental uses of a commercial product or service discussed in my presentation.