Challenge

State Government Agency had struggles with operations, satisfaction of customers, and general quality of output.

How it Impacted Their Business

Consumers were routinely frustrated with interacting with the department and staff.  Wait times, service, and process were predictably poor and in need of attention.

How We Solved It

We conducted a quarterly survey for a period of one year.  Results were presented to the agency, changes were implemented and satisfaction began to rise.  This on-going survey (9 years) helped the agency increase satisfaction from 64% to 96%.