Customer surveys are a valuable tool for asking, and listening to, customers about what they value and how well you're meeting their needs.
| Description | Tool |
|---|---|
| Step-by-step explanation for planning and carrying out customer surveys. | "Designing Customer Surveys That Work" (Richard E. Zimmerman, Linda Steinmann, and Vince Schueler, Quality Digest, October 1996). |
| Basic survey background and information from WSU's College of Agriculture and Home Economics (CAHE) web site. | The Community Survey: A tool for participation and fact-finding"(WREP 132, 1995) |
| "Sondeo" ("to sound out" in Spanish), is a way of learning about local problems and perspectives directly from people themselves to generate insights and information relatively quickly. | "The Sondeo: A rapid reconnaissance approach for situational assessment." Lorna Micheal Butler (WREP 127, March 1995), on WSU's CAHE web site. |
| DSHS uses this tool to evaluate the effectiveness of customer surveys (such as those below) and overall customer feedback practices. It also includes a glossary and Q&A. (Alice Liou, DSHS, six pages, 112k) | Agency Customer Feedback Systems Review |
| Example of DSHS Juvenile Rehabilitation Administration (JRA) survey of customer knowledge of, and satisfaction with, JRA services. (Alice Liou, DSHS. Two pages, 120k) | Juvenile Rehabilitation Survey |
| Example of a telephone survey for DSHS' Mental Health Division (Alice Liou; four pages, 73k). | Mental Health Division Family Survey |
| Example of a short (two page) customer satisfaction survey by Dept. Retirement Systems and cover letter. (Dave Geiger, DRS. The survey is two pages, cover letter one page. Each document available in Word and PDF version). | Retiree Cover Letter Retiree Survey |
| Example of a comment card used by DRS to get customer feedback about walk-in services (Dave Geiger, DRS. PDF file, 449k, four pages.) | Comment Card |
| Example of a thorough (16 page) survey from "Citizens First", a Canadian government initiative, of how citizens feel about the quality and variety of services they receive from the government and where they get information about programs. (Mary Campbell. PDF file, 208k) | Citizens First Survey |
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