Local program staff must inform the customer at the time of participation about the importance of satisfying customers and the possibility of being contacted for information on his or her experience with the services. The interview should be limited to 15 minutes or less. A minimum of five follow-up attempts is required, involving various times of the day before closing the record. | Conducting Statewide Customer Satisfaction Surveys Brad Sickles . Department of Labor Employment and Training Administration Measuring Customer Satisfaction Participant Customer Satisfaction Employer Customer Satisfaction Customer ratings on each of the three core questions regarding satisfaction are weighted to account for regional differences and reported on a 1 to 100 scale. Computation of the ACSI is discussed in the WIA reporting guidance. The American Customer Satisfaction Index (ACSI) is used to report statewide results to the Department. The Core ACSI Questions 1. Utilizing a scale of 1 to 10 where “1” means “Very Dissatisfied” and “10” means “Very Satisfied” what is your overall satisfaction with the services provided from __? 2. Considering all of the expectations you may have had about the services, to what extent have the services met your expectations? “1” now means “Falls Short of Your Expectations” and “10” means “Exceeds Your Expectations.” 3. Now think of the
