Helping a Government Agency with Satisfaction through Surveys

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

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

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%.