3. Value of the information Receiving the need information, consumer contact referred and referral help provided places, services from referred places other, and number of calls made before getting through, and expectation about the usefulness of the information received in resolving the issue that prompted the consumer's call. | Measuring Customer Satisfaction Research and Planning Unit - Aug. ‘03 Measuring Instruments & Tools Metric Must: Measure Overall Level of Satisfaction Measure Satisfaction With Service Components Measure Satisfaction By Program Type Be Customer Centered Let consumers tell you what they want Measure consumer autonomy Provide Actionable Recommendations Examples I&A/R Elder Helpline User Satisfaction Home & Community Based Services HELPLINE USER SATISFACTION MODEL COMMUNICATION CUSTOMER SERVICE EFFICIENCY & CHARACTERISTICS RELIABILITY PROFESSIONALISM OF THE INFORMATION OVERALL SPECIALIST CUSTOMER SATISFACTION VALUE OF THE INFORMATION & REFERRAL HELP PROVIDED HELPLINE CONSUMER SATISFACTION SURVEY I&A QUALITY MEASURES SERVICE SCALE-MEASUREMENT CHARACTERISTIC VARIABLES 1. Communication services' Call answered by voice mail or person, busy signal, time efficiency and reliability to get through, quickness of answered call, understanding voice mail instructions, leaving a message. 2. Professionalism of the Listening to consumer call, understanding what the consumer information specialist needs, and Information and referral explanation. 3. Value of the information Receiving the need information, consumer contact referred and referral help provided places, services from referred places other, and number of calls made before getting through, and expectation about the usefulness of the information received in resolving the issue that prompted the consumer's call. 4. Overall consumer Satisfaction with the way call was handled, and recommendation satisfaction of referring the service to a friend or colleague. SERVI CE EFFI CI EN CY AN D RELI ABI LI T Y AVERAGE Q U ALI T Y SCO RES (Percentage of Respondents) AVERAGE SURVEY QUESTIONS SCO RES When you called the Elder Helpline last week, did you get a non-busy signal? 96% Was your call answered quickly? 92% Was the phone answered by a person? 93% Did you understand the voice mail instructions? (for those that apply) 81% I did .
