Docstoc

Progressive

Document Sample
Progressive Powered By Docstoc
					        5 Habits of Highly Effective Consumer
                Satisfaction Research
     A case study of capturing meaningful consumer feedback
                for the DDRB of St. Charles county


                        MACDDS Annual Conference
                             October 2009




Presented by
Peg Capo, Executive Director, DDRB
Kathy Williams, Project Manager, DDRB
Lisa Richter, richterIntel
Cynthia Cluff, richterIntel
Introduction
   DDRB is a public taxing entity that enters into funding contracts with
   agencies that serve individuals with developmental disabilities in St. Charles
   County. This public tax was established in 1977 when voters of St. Charles
   County approved to tax themselves up to sixteen cents per $100.00 of
   assessed property value.
   DDRB funds:
       29 agencies plus case management for DMH and DDRB
       11 service areas or groupings of programs
       53 programs, plus 2 case management programs
       Serving approximately 1,500 consumers in St. Charles County
       A little less than half of the consumers receive 1 service, a little more than one-third of the
       consumers receive 2-3 services, and a little less than 20% receive 3 or more services
   We needed feedback directly from the families and individuals that we serve
   in a way that is consistent across agencies and meaningful to us.
   Two key uses of Consumer Satisfaction:
       Planning tool for continuous improvement
       Accountability that we are good stewards of the money we are handling for our
       constituents



                                                                                                  Slide 2
What is Consumer Satisfaction Market Research?
  It is a systematic and scientific approach to collecting feedback from the
  consumer’s viewpoint.
      Shifts planning and decision making from intuitive information gathering to orderly and
      objective investigating
      Emphasizes understanding consumer’s needs and measuring success as decided by the
      consumer


  Characteristics of valuable customer satisfaction research are:
      Timely – research is conducted on a schedule where it can be used to influence planning
      and decision making, the data is current
      Complete – right amount of information
      Relevant – collects measures that are meaningful to customer satisfaction, anticipates the
      kinds of information that will be useful
      Quality – Data represents the true situation




                                                                                             Slide 3
What Does Consumer Satisfaction Research Allow You to Do?

  Describe:
      Paint a picture of the situation from the customer’s viewpoint – who, what, when …
  Diagnose:
      Explain the data – reasons behind something from the customer’s view point, dig deeper
  Predict:
      Using statistics predict the results of something




                                                                                           Slide 4
Habit #1: First Things First – Develop a Blueprint
   First step in consumer satisfaction research is a well laid out plan.
   A well laid out plan includes determining:
    a. Your OBJECTIVE for conducting the research
    b. Who are you wanting to talk to – SAMPLE PLAN
    c. How are you going to collect the data – METHODOLOGY

A. Clear and precise OBJECTIVE of what is to be achieved, what information is
   being sought.
   DDRB county-wide Consumer and Family Satisfaction Survey objective:
       By listening directly to the voice of the consumer and their families or guardians
       measure the quality and effectiveness of DD services in St. Charles County
       Identify areas for quality improvement
       Measure satisfaction in a consistent format across agencies
       Look at survey results in the following ways:
         • System-wide
         • By Consumers and Parents/Guardians
         • By Service Area (11)
         • Taking each of 29 agencies plus 2 case management agencies and look at results
           for each their funded programs


                                                                                            Slide 5
Habit #1: First Things First – Develop a Blueprint
B. A well defined SAMPLE PLAN - how many and who
   DDRB was going to sample the entire population.
   DDRB definition of population included:


       All consumers 16 years of age or older
       The parent/guardian of every consumer
       A survey for each service consumer received – one to consumer if 16+ and
       one to the parent, could be multiple surveys to one consumer and one parent
       Served in the last fiscal year – a definite time frame, go back no more than 12
       months




                                                                                    Slide 6
   Habit #1: First Things First – Develop a Blueprint
         A database was developed, capturing all consumers, every service they
         received, their parent/guardian.
             Sent Excel spreadsheet to each agency requesting a list of their population
             served in fiscal year, with defined columns of data needed, exact format
             specified
         Assumed no email addresses available.
         One row of data per consumer with 1 service listed, many consumers were
         listed multiple times for each service received.
         This step of database development took a lot of time!
         End result was 5,000+ records merged together from all 31 agencies.


                    Last       First                                    Consumer
                    Name-      Name-      Month     Year    Gender of   -Street     Consumer-     Consumer-
Agency    Program   Consumer   Consumer   Born      Born    Consumer    Address     City          State



                          Last      First         Parent-
  Consumer     Consumer   Name-     Name-         Street      Parent-   Parent-    Parent-      Parent
  Zip          Phone #    Parent    Parent        Address     City      State      Zip          Phone #


                                                                                                    Slide 7
Habit #1: First Things First – Develop a Blueprint
C. Identify most appropriate METHOD for collecting data considering the situation:
       Characteristics of population
       Database information you have on population
       Budget


   DDRB study done by mail. Targeted postcard reminders. Targeted telephone
   follow-up.
   Things to keep in mind when doing a mail survey.
       Lower cost compared to other methods (i.e., telephone)
       Takes longer time to collect the data
       Have to be very clear – wording and instructions, no interviewer to clarify
       Have to be aware of the length of questionnaire – can’t be too long
       Hard copy only – risk of order bias
       Lose control of sample – it’s self selection
         • Many won’t respond
         • Can’t control who actually answers the survey
         • Those not responding may impact the representativeness of the sample obtained


                                                                                      Slide 8
Habit #2: Begin With the End in Mind – Develop a Questionnaire

  Purpose of the questionnaire: takes the objectives and translates them into
  specific questions that are meaningful to the client and understandable to the
  respondent.
  Develop a valid and reliable QUESTIONNAIRE.
      Valid - Measuring what it is supposed to measure – do the scope of questions
      cover the topic area?
      Reliable - Provide consistent results
  Validity – What is important to consumers and families to be satisfied?
      Use expertise, knowledge
      Stakeholder panel – agencies, board members …
      Past surveys
      Other organization’s surveys
  Reliability – Will it provide consistent results over time and under different
  circumstances?
      Clear wording, simple, understandable, not ambiguous
      One question addresses one thing
      Can person answer, is it at their level, can they recall
      Reliable measurement scale
        • At least 5 point scale, to get intensity of feelings, label scale either every pt or end pts
        • Balanced – equal satisfied and not satisfied points on scale, some exceptions
        • Non-forced choice – give them a don’t know or doesn’t apply option, some exceptions

                                                                                                 Slide 9
Habit #2: Begin With the End in Mind – Develop a Questionnaire

  Give clear directions. Break down barriers to participation
      Give them comfort in the privacy of their feedback – Tell them it is anonymous and their
      name won’t be tied to them or identified to the sponsor of the study in any way
      Give them a contact to reach if they have any questions, issues, or need clarifications
        • DDRB cover letter with survey did this
      Identify the consumer, the agency, and the service – they are to think of when they
      answer this questionnaire




  Pre-test!!!
      Confirms if questionnaire is valid and reliable.
      Have a small number of consumers and families complete the survey. Be there in person.
      See how they answer things. Ask them if anything is unclear, or left out.




                                                                                                Slide 10
Habit #2: Begin With the End in Mind
Benchmark
2005 DDRB
Consumer
Satisfaction




Q2. eliminate
Q6. eliminate




                                       Slide 11
    Habit #2: Begin With the End in Mind
                                                           Guardian Satisfaction Survey
       Thinking about the specific AGENCY and the specific PROGRAM listed in the box below, tell us what you think by checking a response for each item.
       If you do not know about an item or it does not apply to you, please check ‘don’t know / doesn’t apply’ for that item.
 NEW-directions                    Your opinions about this AGENCY: «Agency1» «Agency1_ID»
                                                                                                    NEW pre-coding
                             Your opinions about this PROGRAM: «SERVICE1» «SERVICE1_CODE»
                          Consumer for whom you are Guardian: merge in consumer first and last name
 NEW-       ID consumer to think about            Poor    Not Very Average  Very     Excellent   Don’t Know or
        Thinking of this service the consumer                             Good                     Good                      Doesn’t Apply
        receives from this agency, give us your
        opinion on…                                                   1      2           3            4            5             0
                                                                                                                                            NEW
                                                                                                                                            Scale and DK
       1. Staff is respectful and helpful                                                                                    reworded
       2. Staff follows through in a timely manner
          (with appointments, meetings, requests, care plans, etc.)                                                          NEW
       3. Staff returns phone calls promptly                                                                                 NEW
       4. Staff meets your needs                                                                                             NEW
       5. Staff keeps you informed                                                                                           NEW
       6. Staff is well trained and knowledgeable                                                                            NEW
       7. Program you participate in helps you                                                                              
       8. Program you participate in is well organized                                                                       NEW
       9. Program service location is safe and healthy                                                                      
       10. Program service location is convenient                                                                            NEW
       11. Overall rating for quality of staff and program                                                                   reworded
12. What do you like best about the staff and this program? (Please be as specific as possible) NEW – directed open ended questions
13. If you rated any of the above areas a ‘Poor’ or ‘Not Very Good,’ how can we improve this area? (Please be as specific as possible) NEW
                                                  Not At       Not Very Neutral    Somewhat Very             Don’t Know or
                                                  All Likely Likely                Likely        Likely      Doesn’t Apply
                                                       1        2         3           4           5          0
14. Likely to recommend this program to a friend                                                                                  NEW
                                                                                                                                        Scale and DK
15. Is there anything else that can be done to better meet your needs? (Please be as specific as possible) NEW
«G_ID»
                                                                                                                                            Slide 12
 Habit #2: Begin With the End in Mind

  Benchmark
  2005 DDRB Case
  Management
  Satisfaction
  Survey




Eliminated most of
the questions:
Q1, Q2, Q3, Q4,
Q4a, Q5a




                                        Slide 13
     Habit #2: Begin With the End in Mind
                                                            Guardian Satisfaction Survey
        Thinking about the specific AGENCY and the specific PROGRAM listed in the box below, tell us what you think by checking a response for each item.
        If you do not know about an item or it does not apply to you, please check ‘don’t know / doesn’t apply’ for that item.
 A definition of Case                   Your opinions about this AGENCY: «Agency1» «Agency1_ID»           NEW pre-coding
 Management was                    Your opinions about this PROGRAM: «SERVICE1» «SERVICE1_CODE»            NEW- ID
 stated                          Consumer for whom you are Guardian: merge in consumer first and last name consumer
                                                                   Poor    Not Very Average         Very       Excellent      Don’t Know or
         Thinking only of case management you                              Good                     Good                      Doesn’t Apply
         receive from this agency, give us your
         opinion on…                                                   1        2         3            4            5             0
                                                                                                                                         NEW
                                                                                                                                         Consistent scale
                                                                                                                                         Consistent q’s
        1. Staff is respectful and helpful                                                                                    NEW
           (with appointments, meetings, requests, care plans, etc.)                                                          NEW
       3. Staff returns phone calls promptly                                                                                  NEW
       4. Staff meets your needs                                                                                              NEW
       5. Staff keeps you informed                                                                                            NEW
       6. Staff is well trained and knowledgeable                                                                             NEW
       7. Staff makes you aware of services                                                                                   NEW
       8. Staff is an advocate for your needs                                                                                 NEW
Q7- 9. Staff’s ability to solve problems                                                                                      NEW
Q10 10. Have consistent case management staff                                                                                 NEW
unique 11. Overall rating for quality of case mgmt staff                                                                      reworded
to CM
12. What do you like best about the case management staff and service you receive? NEW – directed open ended questions
13. If you rated any of the above areas a ‘Poor’ or ‘Not Very Good,’ how can we improve this area? (Please be as specific as possible) NEW

14. Do you have an Annual Written Plan?                                             Yes       No            Don’t Know definition of plan provided
15. Have you seen or do you have a copy of your Annual Written Plan?                Yes       No            Don’t Know NEW

16. Is there anything else that can be done to better meet your needs? (Please be as specific as possible) NEW
«G_ID»

                                                                                                                                             Slide 14
Habit #3: Two Ears One Mouth – Listen to the Consumer
  COLLECT THE DATA.
  This takes time! DDRB took about 7 weeks to collect the data.

                                      Consumers                              Total
 TOTAL: 31 AGENCIES                 (16 years or older)    Guardians
 Questionnaires Mailed Out                3,322               3,908          7,230
 Can’t do, Returned past cut-off          (210)               (186)          (396)
 Undeliverable/Unreachable                (151)               (113)          (264)
 Completed Questionnaires                 1,081               1,347          2,428
                                                          1347/3609=
 TOTAL RETURN RATE (%)             1081/2961= 37%                      2428/6570= 37%
                                                          37%
 29 Funded Agencies:
                                                                            5,200
 Questionnaires Mailed Out
 29 Funded Agencies:                                                        1,768
                                          785                983
 Completed Questionnaires                                              (38% return rate)
 DHM & DDRB Case Mgmt:
                                                                            2,030
 Questionnaires Mailed Out
 DMH & DDRB Case Mgmt:                                                       660
 Completed Questionnaires                 296                 364
                                                                       (35% return rate)



                                                                                           Slide 15
Habit #3: Two Ears One Mouth – Listen
  Follow up to achieve return rate.
      Post card reminders
      DDRB email reminders to agencies and several public administrators
  Telephone follow up to targeted smaller populations, in certain agencies,
  service areas, or programs.
  Things to keep in mind with telephone surveying:
      Can obtain people that may not complete mail self administer – more representative
      sample (all public opinion polls are done by telephone because it is currently accepted as
      the method that gives the most accurate representation of the population)
      Capturing open ended responses, maybe more likely to answer, interviewer can probe
      Telephone is more costly compared to mail or web-based




                                                                                             Slide 16
Habit #4: Synergize – Tell a Story
  Weave the data and findings into a story that paints a picture of what
  consumers and parents/guardians say.
  Reveal strengths and opportunities.
  Include not only key findings but drill down to tie in underlying reasons (i.e.,
  using open-ended responses).
  Provide insightful and actionable recommendations that go beyond identifying
  a broad service area for improvement.
  Tools to help weave a story and organize information.
      Organize performance attributes – For DDRB listed attributes most important to least
      important.
         We conducted some statistics and determined the strongest correlating/highest impact
          attributes on Overall Performance.
      Decide on a reporting system – For DDRB we reported top two box score (rating
      Excellent/Very Good)
      Handle open-ended questions – Group open ended responses and quantify




                                                                                             Slide 17
Habit #4: Synergize – Tell a Story
2005 Story
   Questions in order of
   questionnaire
   6 numbers reported for
   each question – 42 %’s in
   total on table for
   Guardians –
   Guardians on one slide,
   consumers on another,
   no total combining




                                     Slide 18
Habit #4: Synergize – Tell a Story
                       DDRB funded agencies receive a high score of 90% for Overall quality of
                        staff and program. Excellent work by agencies!
                       Key strength is Staff is respectful and helpful (92%).
                       Several attributes receive moderate scores of between 80% - 87%. These are
                        areas for improvement.
                                                                                                               • Attributes
                                                                                                                 ordered by
                              29 DDRB Funded Agencies                         Total   Consumers Guardians        impact on
                  OVERALL QUALITY OF STAFF AND PROGRAM                                                           Overall
                                                                               90%       90%             90%
                                                                                                               • High/low
                      Staff is well trained and knowledgeable                  89%       90%             88%     score targets
  HIGHER IMPACT




                      Staff follows through in a timely manner (with                                             set
                                                                               88%       88%             88%
                      appointments, meetings, requests, care plans, etc.)
                      Staff meets your needs                                   88%       88%             88%   • Top 2 box
                      Staff is respectful and helpful                          92%       92%             93%     score for
                                                                                                                 each
                      Program service location is convenient                   87%       89%             86%
                                                                                                                 attribute-11
MODERATE
 IMPACT




                      Program you participate in is well organized             87%       88%             86%     %’s for each
                      Program service location is safe and healthy             93%       92%             93%     grouping of
                      Program you participate in helps you                     91%       90%             91%     data
                                                                                                               • Show total,
IMPACT
LOWER




                      Staff keeps you informed                                 84%       85%             83%
                      Staff returns phone calls promptly                       87%       86%             88%     consumers, &
                                                                                                                 guardians on
                                     Low Score < 80%         Moderate Score 80%-87%    High Score 88%+           one slide

                                                                                                                    Slide 19
 Habit #4: Synergize – Tell a Story
      2005 Story – open ended “Comments” listed in total and were reported by
      agency in the format as seen here.
• The lady I got is super nice, he/she helps me 100 percent. He/She is very responsive and he/she was there for me even
  right after his/her surgery. I cannot read or write and the burden was lifted of my chest after I got this service. Thank you
  very much!!
• The staff/ teachers are absolutely awesome! My (child) has made huge changes in his/her speech and behavior in the
  last year. These guys are wonderful we would have never been ready for kindergarten next fall if it wasn’t for them!
• He/She is happy and well cared for. The staff are all caring and provide a loving family atmosphere for him/her. I can not
  say enough good things about (Agency). I feel confident that all his/her needs are being met.
• The staff are Saints! The staff are all angels! Our association with this (Service) gives (Name) an indescribable
  excitement and anticipation for the activities he/she has done. The work, sweat, planning, staffing of this activity is worth
  all their hard work for the participants! They talk to each other about the classes & can’t wait to begin each year! Thanks
  to you for the facilities and the volunteers. The kids LOVE them.
• The agency has been great for our child. It has allowed him/her to participate in group sporting activities & to succeed
  with the help of the staff. The peer & staff support has allowed our (child) to feel confident in his/her "abilities."
• It took them 9 months before they would return my call. Once they did come out, they said they were going to send me
  information and never did; there was no follow up.
• Should respond quicker and let me know why you can’t fill requests.
• They promise things but do not follow through
• Need more employees
• Inconsistent discipline
• My child complains that the staff people there always yell and he/she thinks that is not necessary
• Staff not always as responsive as I think they should be
• I am not satisfied with the cleanliness of the carpet in the group home. Dirty and unsafe condition.
• When there was trouble or a problem on the job, always sided with employer
• Need more staff


                                                                                                                      Slide 20
Habit #4: Synergize – Tell a Story
  Organize open ended questions by creating mutually exclusive and exhaustive
  answer categories. Assign the participant’s answers to the categories.
  Tell a story of the open ended comments by frequency of response.


       What do you like best about the staff and this program?                            • With coding of
                                                                                            open ends can
               29 DDRB Funded Agencies                          Total Consumers Guardians diagnose
   Staff is concerned, caring, nice, helpful,                                               systematically
                                                                30%      32%      29%
   respectful, excellent care                                                             • Can sort by
   Program helps consumer, consumer enjoys,                                                 agency,
                                                                15%      18%      12%
   fun, provides learning and socialization                                                 program,
   Staff well trained, experienced, knowledgeable                7%      4%       9%        service area
   Good activities, variety, benefit consumer                    5%          7%          4%             • No new areas
   Keep us informed, good communication                          4%          4%          5%               of importance
                                                                                                          are mentioned
   Good structure, organized, good hours, location,              4%          3%          5%               that were not
   Safe for consumer                                             1%          1%          1%               included on the
   Provides relief for guardian                                  1%          1%          2%               survey
  Base for total is all 1768 respondents, 41% of the total gave no answer (not shown in table above).
  Multiple responses accepted.

                                                                                                               Slide 21
Habit #4: Synergize – Tell a Story


 If you rated any of the above areas a ‘Poor’ or ‘Not Very Good,’
                  how can we improve this area?


          29 DDRB Funded Agencies                  Total          Consumers Guardians
 Improve responsiveness, better                                                                        • Can obtain
 communication, return phone calls/e-mails,        30%                 22%           34%                 insight in
 stay in touch                                                                                           consumer’s or
 Better structure, more organized, need timely                                                           guardian’s own
 notice of activities/events, reduce wait time for
 assistance, provide transportation,               22%                 16%           26%                 words as to
 inconvenient location, facility improvements                                                            areas to
                                                                                                         improve – in a
 Better trained staff, i.e., on disabilities, patient
 interaction, more helpful to consumer                16%              12%           19%                 systematic way

 Less staff turnover, more staff                          6%            5%           6%
 Additional/better activities, other times                2%            2%           2%
 Need cleanliness of home, personal hygiene               1%             -           1%
 Base for total is 146 respondents (146 out of 1768) who gave at least one ratings question a ‘Poor’ or ‘Not Very
 Good.’ Of this 146, 29% of the total gave no answer (not shown in above table).
 Multiple responses accepted.


                                                                                                               Slide 22
Habit #4: Synergize – Tell a Story
  Told the story of Consumer and Family Satisfaction by organizing and telling
  the findings:
      With a System Wide Report & Report for the Board   With an Agency Report Card




                                                                               Slide 23
Habit #4: Synergize – Tell a Story

   Conclusion from 2005

   It would appear that there are at least four areas, where quality
   improvement initiatives can be focused. These areas would be person
   centered planning, case management, Individualized Support Services, and
   Employment Services. An examination of the qualitative comments
   provided by respondents can also be helpful in combination with survey
   data to generate areas of focus for quality improvement initiatives.




                                                                         Slide 24
Habit #4: Synergize – Tell a Story
   2008 Employment Service Area – Staff keeps you informed looks like an
   opportunity area.



                                                 Employment

                                                                            Employment


                         OVERALL QUALITY OF STAFF AND PROGRAM                    85%
         HIGHER IMPACT




                         Staff is well trained and knowledgeable                 85%
                         Staff follows through in a timely manner                84%
                         Staff meets your needs                                  81%
                         Staff is respectful and helpful                         88%
                         Program service location is convenient                  87%
       MODERATE
        IMPACT




                         Program you participate in is well organized            83%
                         Program service location is safe and healthy            91%
                         Program you participate in helps you                    85%
                         Staff keeps you informed                                78%
       IMPACT
       LOWER




                         Staff returns phone calls promptly                      82%
                           Low Score < 80%    Moderate Score 80%-87%    High Score 88%+

                                                                                          Slide 25
  Habit #4: Synergize – Tell a Story
                                                     “Numerous times late or no show, didn't listen to specific
                                                      information given.”
Employment                    Improve
                                                     “Make sure phone calls are returned next day.”
Follow Along                  responsiveness
                                                     “Consistency between job coaches; letting parents know more
                                                     information.”

                                                                          Day
                                                                  PEP              Resident Respite ILA Employ.
                             Community Living                           Habilitate
                                                                (n=197)             (n=50) (n=26)* (n=13)* (n=45)
                                                                         (n=53)

                    OVERALL QUALITY OF STAFF AND                  94%        93%        92%       84%       85%   81%
                    PROGRAM
    HIGHER IMPACT




                    Staff is well trained and knowledgeable       93%        92%        92%       71%       85%   86%
                    Staff follows through in a timely manner      92%        94%        94%       83%       75%   77%
                    Staff meets your needs                        88%        94%        94%       86%       85%   79%
                    Staff is respectful and helpful               95%        91%        98%       88%       85%   87%
                    Program service location is convenient        90%        90%        93%       72%       78%   90%
  MODERATE




                    Program you participate in is well            91%        92%        94%       73%       82%   87%
   IMPACT




                    organized
                    Program service location is safe and          94%        94%        96%       84%       70%   92%
                    healthy
                    Program you participate in helps you          94%        96%        98%       92%       82%   82%
   IMPACT
   LOWER




                    Staff keeps you informed                      85%        90%        90%       78%       75%   75%
                    Staff returns phone calls promptly            87%        96%        95%       75%       75%   77%
                    Likely to recommend to a friend               96%        96%        98%       88%       90%   89%
                                       Low Score < 80%         Moderate Score 80%-87%     High Score 88%+

                                                                                                                    Slide 26
Habit #5: One Mouth Two Ears - Talk, Plan, Action, Reward
  Take the data and recommendations and connect with stakeholders, develop
  action plans for improvement areas, reinforce positive areas.


  System-wide recommendations to the DDRB of St. Charles.

   1. Communicate to agency’s staff appreciation for care being given
   2. Communicate that programs are making a difference
   3. Strengthen communications and responsiveness given to families
   4. Strengthen organizational or structural aspects
   5. Provide additional training on disabilities, job knowledge, and appropriate conduct
   6. Consider demand or need for enhancements to programs, additional programs or
      activities
   7. Put forth effort to have less staff turnover


  DDRB examples of using the data for quality improvement.




                                                                                       Slide 27
What is Consumer Satisfaction Market Research
  It is a ___________ and ____________ approach to collecting feedback from the
  ____________ viewpoint



  Characteristics of valuable customer satisfaction research are:
      ________ – research is conducted on a schedule where it can be used to influence planning
      and decision making, the data is current


      ________ – right amount of information


      ________ – collects measures that are meaningful to customer satisfaction, anticipates the
      kinds of information that will be useful


      ________ – Data represents the true situation




                                                                                            Slide 28
What is Consumer Satisfaction Market Research
  The questionnaire take the objectives and translates them into specific
  questions that are meaningful and understandable.
  A questionnaire should be:


      __________________ Scope of questions cover the topic area


      __________________ Provide consistent results


  What is something you can do with the questionnaire before the data is
  actually collected to test if the questionnaire is of good quality.


      ___________________




                                                                            Slide 29
Conclusion


    We hope these 5 Habits to Highly Effective Consumer
    Satisfaction Research will help bring even more success
    to the children and families and the adults that you serve.




 Content for these slides prepared by Cynthia Cluff



                                                                  Slide 30

				
DOCUMENT INFO
Shared By:
Categories:
Tags:
Stats:
views:4
posted:7/31/2012
language:English
pages:30