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原文传递 National Center for Statistics and Analysis Information Services Branch Pre-Installation Customer Satisfaction Survey; Final rept

题名：	National Center for Statistics and Analysis Information Services Branch Pre-Installation Customer Satisfaction Survey; Final rept
作者：	Yi, J. H.
关键词：	Department of Transportation; Statistical data; Services; Surveys; Sampling; Government agencies; Interviews; Voice mail; Customer satisfaction; Records; Performance evaluation
摘要：	The National Center for Statistics and Analysis' (NCSA) Information Services Branch (ISB) required a more effective method of receiving, tracking, and completing requests for data, statistics, and information. To enhance ISB's services, a new customer interface comprising a voice mail system supported by a customized tracking system will be installed. A computer-assisted telephone interview (CATI) survey was conducted to measure customer satisfaction with the current services, as well as provide data on customer profiles and usage patterns. The data showed that customers overwhelmingly rated NCSA services to have been 'the same', 'somewhat better', or 'much better' than expected. However, customer comments indicate an important relationship between this evaluation relative to original expectations. The survey indicates a need to conduct better outreach and public information on the availability of information services; a frequent customer complaint regarded the difficulty to easily find or connect to the right information service or person. This report provides benchmarks to evaluate the new NCSA voice mail system and the change in services enabled with the use of the Call Management System (CMS) request tracking application. The data also describe ISB's customer profile (such as, type of user, purpose of request) and their usage patterns (such as how customers typically place requests, how they are aware of services).
总页数：	29p
报告类型：	科技报告