Get documents about "Woodbury_VR_Oct09-Sept10
Document Sample
WFC System Customer Satisfaction Survey
VRS Team – Woodbury
Results from customers served during October 2009 to September 2010
Oct 09-Sept 10
Total Sample Size of Customer Records: 385
Number of Customer Records with Valid Telephone Numbers: 329
Number of Interviews (not all are completed): 275
Number of Completed Interviews: 275
Response Rate*: 83.5%
* Percent of completed interviews out of number of customer records with valid telephone numbers. See final page of this report for full discussion
of response rate.
SUMMARY RESULTS
Minnesota Customer Satisfaction Index (MnCSI), Average score, October 2009 – September 2010:
MnCSI summarizes overall satisfaction with services.
Woodbury average score for the most recent period was 67.4. The VRS program score was 73.5
The upper and lower confidence intervals for this score are 70.5 and 64.4. We are 95% confident that the „true
score‟ or the mean average falls within this range.1
DETAILED RESULTS
Q1 Utilizing a scale of 1 to 10 where "1" means "Very Dissatisfied" and "10" means "Very Satisfied", What is
your overall satisfaction with the services provided?
Responses Apr 09-Sept 09 Apr 09-Mar 10 Oct 09-Sept 10 Apr 10-Mar 11
N Size 139 274 275
Mean 7.58 7.63 7.47
Q2 Considering all of the expectations you may have had about the services, to what extent have the services
met your expectations? "1" now means "Falls short of your expectations" and "10" means "Exceeds your
expectations."
Responses Apr 09-Sept 09 Apr 09-Mar 10 Oct 09-Sept 10 Apr 10-Mar 11
N Size 139 274 275
Mean 7.04 7.05 6.80
Q3 Now think of the ideal program for people in your circumstances. How well do you think the services you
received compare with the ideal set of services? "1" now means "Not very close to the ideal" and "10"
means "Very close to the ideal."
Responses Apr 09-Sept 09 Apr 09-Mar 10 Oct 09-Sept 10 Apr 10-Mar 11
N Size 139 274 275
Mean 7.10 7.02 6.93
Q4 How satisfied are you that the staff understands your needs? Are you very satisfied, satisfied, dissatisfied,
or very dissatisfied?
Responses Oct 09-Sept 10
Very satisfied 37%
Satisfied 49%
Dissatisfied 9%
Very dissatisfied 5%
DK/Refused 0%
N Size 275
Q5 Think about any times that you asked staff for help. How satisfied are you that they responded in a
reasonable amount of time? Are you very satisfied, satisfied, dissatisfied, or very dissatisfied, or have you
never asked for help?
Responses Oct 09-Sept 10
Very satisfied 31%
Satisfied 47%
Dissatisfied 10%
Very dissatisfied 4%
Never asked for help 8%
DK/Refused 0%
N Size 275
These two questions are only asked of VR, Adult, DW, Youth, MFIP, and SSB customers
QVR1 How satisfied are you that you were given enough information to make good choices for your employment
plan? Are you very satisfied, satisfied, dissatisfied, or very dissatisfied?
Responses Oct 09-Sept 10
Very satisfied 30%
Satisfied 51%
Dissatisfied 13%
Very dissatisfied 3%
DK/Refused 3%
N Size 275
QVR2 How satisfied are you that you had an active role in decisions about your services? Are you very satisfied,
satisfied, dissatisfied, or very dissatisfied?
Responses Oct 09-Sept 10
Very satisfied 38%
Satisfied 52%
Dissatisfied 6%
Very dissatisfied 3%
DK/Refused 1%
N Size 275
VR Team – Woodbury
(Responses provided for the last 6 months)
What would you like the Voc Rehab/Rehab Services program or the WorkForce Center to START doing? (46 of
72 provided comments)
Start reading the participants file.
Just the housing. A better system with that.
Start to have more referrals to places that can help, if they aren't able to help.
Help people look for better jobs. They found me a job, but its minimum wage doing maintenance and cleaning up.
I'm not even sure how long it's going to last. I need help finding a job with a living wage.
Add more staff. It's a good program, but there are many people who need help. The services have helped quite a bit,
and they are very helpful. Might help reaching out more people. Making it more accessible to more people.
Make things clearer for me.
They should start listening to people, and hearing what they have to say, instead of judging us. They think people like
me are stupid, and that there are no jobs for people like me. They really need to start listening to everyone, even
people who don't have English as their first language.
Maybe do a better job helping prepare for job interviews. They could start taking me out in the community to do job
shadowing, instead of just helping me look for job.
They need to be quicker. I've been three years to get my case moving forward. I need more options on my
qualifications, and strengths to help me seek positions, which will meet my occupational goals.
There could be more training.
Respond to inquiries quicker.
Just more contact. I'm always trying to find, and get a hold of them. Sometimes it feels like it takes forever for them
to get back with me.
Start creating job opportunities, and helping with special job accommodations.
They need to pay more attention, then just saying "here you go do it". They need to help more.
Start trying to help me get more jobs.
A quicker response to answering questions. It needs to be two hours, instead of two weeks.
They gave me support in my career change. They need to keep doing that.
My driver’s assessment was not reimbursed.
They help so many different people in different situation. I hope they can just can keep doing that for everyone.
I think they should start listening to their clients more of what they want and not be judgmental of them. I would say I
want to do something, and they would say, “No, you can't do that”, instead of encouraging a person.
Help me get recognized or get the job I want.
I think they need to look at the client's opinion about the contracted person and my recommendations. Also, I was
told that I could not get the paperwork I submitted into my file. I had revised information and was told that once it was
in the file, it cannot be taken out.
Listen to the people. On the school requirements, doing things online is one way of doing it. I was fought tooth and
nail with them and they don't have an answer. Some people don't want to attend a school setting every day.
Pay closer attention to individual needs of people, and not put them in the category of others in a similar situation.
Start helping me get a job quicker.
Start working at a little faster pace. I now have a one on one counselor. We are looking at the effects of intelligence
for the jobs they are looking for.
Have the ability to identify jobs that could be more suitable for the person, because the circumstances for everyone
are different.
The person that I had really didn't seem to care about what I needed or what I was looking for. He was difficult to get
a hold of. He never called me back and now I don't know what to do.
I wish they would have more variety with job placement.
I would like rehab to be far more proactive, so we can get people working. There is very little that happens, but they
talk a good tune. The workforce does not have enough people out knocking on doors to create liaisons with
businesses to have effective contacts. No one calls unless I call to get updates. There is very little communication.
We are not preparing young people to be out in the employment sector, and we have contributions to make.
I guess to understand the individual’s needs. Even the school they sent me to, the one on one help was not given for
people with strong learning disabilities. A lot of people getting left behind, or being very rushed. My biggest
disappointment was the quality issue. The teachers were just not qualified to work with people with disabilities. To be
better employee you have to be well versed, need the tools, and they didn't give that. They need to start there, and
help people with the basics.
Start helping more with options, as far as choosing schooling for what you are good at. I got a whole list of things and
didn't know how to put things together or what to do. I got a long list of things I could possibly do, but didn't know how
to narrow it down or figure out what direction to go in.
The rehab people need to return phone calls. They don't tell you what is going on. I told them about a serious
situation at work, and that I needed to get out of the job situation, and get another job. I was swore at, and told I was
stupid. Start helping people. They need to start giving gas money also to go to these meetings that they expect you
to go to. I can't be running back in forth with no money for gas.
I would like for them to help me find a job. I met with for the second time through Life Track. I'm satisfied.
Have more of an inside scoop on jobs.
A little bit more in immediate employment.
Once you have a plan it is hard to modify it. It's hard to make your counselor get back to you to get additional
coursework because they will be under scrutiny as to why they didn't see it from the beginning.
If they had more information about jobs that are available right now and how to get into them. Every time I go there,
it's just empty shelves. There's nothing there.
It would be more helpful if I knew what kind of funding I was looking at, in terms of price.
I have gone to the jobs clubs and I don't think they are worth it. I get tired of listening to everyone and they are
supposed to be networking and I don't see them doing it. It was kind of repetitive. There should be more guest
speakers from different industries, instead of just hearing like an AA meeting.
I would like to see more hiring's for jobs.
Provide computer or resources for me to find something like that.
Doing more for people that are looking for things that are obscure. What I am looking for with music education and
library, they don't offer.
Start helping with the classes.
The need to coordinate between the services.
Help me find a better job.
What would you like the Voc Rehab/Rehab Services program or the WorkForce Center to STOP doing? (25 of 65
provided comments)
I would like a master form so that I sign just one piece of paper, and I don't have to fill out a novel.
Stop getting us excited, as if there is a job. In the meetings, there weren't enough opportunities to talk about what
you really wanted.
Stop rushing people through it. I would go in, and was just learning to type. They were telling me that I had to do the
test today, because I am going to be doing something else.
Stop saying that people with disabilities cannot get a job.
Stop having the stupid job clubs the first Monday of the month, because they are non-eventful. You just talk about
why you lost your job, eat pizza, talk more about nothing, and then you go home. Nothing is accomplished.
They should start answering the phone all the time.
I don't think so. They were wonderful.
I would like them to speed up their entire process. It takes a long time to go through each step.
It depends on your counselor, and how many years of experience they have. Some people have unemployment
issues, or other issues. You may have to contact several different people to get the answers. For some people, that
may be very difficult.
It would be nice if I got help with writing a resume. I didn't actually apply for any jobs, and I didn't get retraining. The
woman counselor I had, it seemed like she was a psychiatrist. She gave me a bunch of papers to fill out, I didn't
understand that. I have a psychiatrist I talk to, I just don't understand.
Stop sending people to Pro Act.
Stop taking so long to get back in touch with me.
There is a long time to get a phone call returned. The response time for phone calls needs to be better.
They should be helping more people find jobs. That's what I signed up for, and they haven't helped me with that at
all.
I find it a big waste of time to come and sit at an annual IEP meeting, and have nothing to contribute. It is a waste of
time, they bring nothing to the table, and I'd rather have them in the field.
Stop assuming everyone is going to catch on. They need to look into the individual separately.
Stop having people investigate colleges on their own. Have a list of colleges that shows what they do, so people
don't have to investigate on their own.
Stop making people go through, and repeat process of meetings before they can get the help they need. The person
they contracted me out to in the beginning was very good. They helped me with resume, and went around with me.
But the people at rehab do a poor job.
They gave me an eighty-five dollar bus card, but all I needed was a forty dollar card. A waste of money.
I got a part time job working twenty hours every week, and after ninety days; my services were discontinued. I should
have continued to receive my services, because I wasn't making a living wage.
Stop avoiding phone calls and emails. Quit making excuses about not being able to see me and quit cancelling on
me when I do show up. I am handicapped and the counselor has not called me back. I would like them to stop
dodging me and making contact with me in a timely manner.
I hope they could find more work from home jobs, because I have a lot of health problems. They should stop limiting
the types of jobs available to the disabled.
Stop allowing me to apply for jobs that I'm not qualified for. They don't listen to my needs. They just put me in a job
that I cannot do or have the qualifications for. I am a woodworker by trade. I've worked with over five-hundred
species of wood and I am moving to Owatonna next Wednesday, so that I can have the opportunity to get back in my
field. I'm supposed to see my counselor every two weeks. I haven't seen my counselor in two months.
Stop telling me to lie in my interviews.
To help me with my service, so I can become my own guardian again.
What would you like the Voc Rehab/Rehab Services program or the WorkForce Center to KEEP doing? (65 of 77
provided comments)
They helped me financially go to school at Minnesota West.
They are good at determining what you need, and what it takes to get you there.
I think they do a very good job of assessing people to qualify for their programs. I'm lucky I have a counselor that I
get along with, and work well with. I think matching the people with the right counselor is very helpful.
Continue retraining people for jobs.
Keep my counselor.
Be sensitive to my needs, and listen to what I want.
Keep offering recommendation for jobs that may be available.
I would like them to keep helping to pay for school, pay for books, and things like that.
They can keep trying to help people.
I like that they have the latest information on employment.
Keep providing school, and college assistance.
Keep helping people find jobs.
Testing to see what people are good that. Career research. Information that lets you look at what jobs pay. They
have a lot of information. They have good counselors. Financial help to get to school, transportation options, and
books. But they need to make the program more accessible to people who need it. I'm grateful.
Keep providing services and financial help for school.
Keep helping people who need help.
I would like them to keep meeting you in the public or making home visit, so you don't have to go to them.
They are paying for me to go to school until I get financial aid. They are paying for gas to get me to school.
They should keep having their service available.
The counselors are great. All the information I receive is thorough.
Need more jobs available.
They are very good at listening.
Keep doing what they are doing, because the services are awesome.
Their work center is very helpful, and the training classes are very helpful.
They helped me financially with my education.
I think they need to keep helping with schooling and training.
If I ever need them, I can contact them.
Continue to update me about job openings, and keep informing me of new opportunities.
Keep the team meeting after each school term.
Keep checking in with me to see how I am doing.
Keep helping me with my job hunting services.
Keeping being positive, talking to employers, and keep the clients in the loop.
They have excellent staff members.
I'd like them to continue to help me go back to school.
They were very quick at things. They got me into that class right away.
I don't feel that there is enough communication and no support with me going back to school. I don't feel that they are
really working with me on my quest for employment. I don't hear from them very often.
They should keep paying for schooling.
I would like them to continue to help people find jobs, but what I want them to do is help people find jobs making a
living wage.
I like the retraining for classes that they offer, to keep us sharp with our skills. However, they need to reschedule
cancellations appropriately.
Keep on doing the schooling, it a big help. They should try to put more effort into the schooling, because sometimes
they don't pay for classes. They should, so people can exceed to higher levels.
They do a good job with organizing and getting you the job you want and all that stuff.
I like the assessment they do in the beginning to get information on what would be best for me. I also think it is good
to provide funding for those that cannot afford training and transportation and other things to help those with
disabilities.
Be there for the people that need them. The initial meeting was good, but it fell apart after that.
They were helpful and addressed the needs that I had. They gave me reasonable answers as to why I could, or
could not receive a particular service.
Keep helping me find a job coach with the vocational rehab.
Keep their outlying office structure, friendly receptionist, phone contact with counselors, and the testing that they
offered me and completed.
The counselors are five stars. The funding for education and books.
I like the one on one opportunity.
Keep on giving people opportunities to find work. Nothing specific.
Keep having it available. Nice service.
Helping me and others to pay for school. Also, continue helping with registration to college.
I liked the meetings we had, and I wish they would keep in touch about once a month to see that everything is on
track.
Keep having updates with meetings, to let me know what I need to work on and what will help me with my future.
Keep being real. My counselor telling me about his experiences being disabled helped me open up more.
Keep helping with bus passes and transportation needs.
Keep up with cross functional trade training.
Keep helping with school payments and talking to the school to make sure my paperwork is done right, and that I'm
doing OK.
Keep up with communication, presenting options, and helping pay for my continuing education. Keep all of that.
All of their referral services, and there counselors. Everything they have done for me is outstanding, as well as the
people I have worked with. It's a wonderful organization. I feel blessed to have been able to be involved in this.
Keep me on track with reaching my goals.
Everything that they are doing.
Keep having the ability to help me figure out job goals, and helping me find temporary jobs.
Keep helping find a full-time job for me.
Everything is pretty good, so far.
Continue helping me find a job.
It is nice that they give you a ride to interviews. I think that stood out.
Keep helping people find job, prepare for job, and improving interview skills.
Definitions of key terms:
Number of Interviews = Total number of customers interviewed. This number includes interviews considered
disqualified because the customer did not provide a valid response to one or more of the three required questions
(i.e. the customer answered “don‟t know” or refused to answer the question), but was asked all of the survey
questions. The results from disqualified interviews are included in the results reports, but are not counted as
completed interviews when calculating the response rate.
Number Attempted = The total number of customer records selected for the survey.
Response Rate = Percent of customers completing interviews out of total number of customer records with valid
telephone numbers. The numerator of this equation equals the number of interviews minus the number of
disqualified interviews. The denominator equals the number attempted minus the number of invalid customer
records. Invalid customer records are those that are attempted and result in one of four outcomes: 1) the phone
number(s) provided is invalid (disconnected, wrong number, respondent moved) and no valid phone number can be
obtained by calling information or from friends/family contacted using the phone number(s) provided; 2) the
customer is contacted and claims not to have received services; 3) the customer is deceased, in the hospital or in
prison; 4) the phone number(s) provided is a fax machine, modem, or pager number.
Mean = The arithmetic average; the sum divided by the number of cases.
N = Indicates number of completed interviews or number of customers asked a particular question.
DK/Ref = Indicates that a customer answered “don‟t know” or refused to answer a particular question.
MnCSI = the Minnesota Customer Satisfaction Index, is the average response to three DOL-mandated questions on
customer satisfaction that are converted from a 1 to 10 to a 0 to 100 scale. An index made from responses to two or more
questions that ask about the same idea--total satisfaction in this instance--is more stable than the response to a single
question.
The MnCSI is modeled on the ACSI (American Customer Satisfaction Index). The ACSI, in wide use in the private
sector, is the proprietary property of the University of Michigan Business School and the Claes Fornell International
Group. The index uses responses to the same three questions as MnCSI, but uses specific weights, based on industry and
location, to average the questions. DEED has permission to express the Whole State results as an ACSI score. The
Whole State ACSI score is generally 0.5 to 1 higher than the Whole State MnCSI score. The October 2009-September
2010 Whole State MnCSI score is 72.8 and the ACSI score is 72.9. The ACSI National Score (41 industries in 10 sectors
of the economy) for 3rd quarter 2010 was 75.7. Sample ACSI scores: Target Corporation 80, United Airlines 60. See the
ACSI website, www.theacsi.org/overview.htm for a more complete listing of organizations and scores.
1
Survey results are from a sample of the whole population. A sample approximates the actual population from which it is drawn; in general, the
larger the sample, the better the approximation. The “true score” for the population could be higher or lower than the sample score. We estimate
where the “true score” is in relation to the sample score by calculating a confidence interval or “margin of error”. This is an interval above and below
the sample score that we are fairly confident, i.e. 95 percent confident, contains the “true score”.
