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Seeking Customer Feedback – Why, How, and Do It Scott Primeau @scottprimeau
We are a “government of the people, by the people, for the people.” -Abraham Lincoln, Gettysburg Address November 16, 1863 Why are we here?  Who do we serve? The people—our customers
The decline of customer service "All animals are equal, but some animals are more equal than others."
The Chosen Customers The “more equal” people The loudest people
Your suggestions will be ignored in the order they were received. What about the rest?
There’s a better way Listen
Why? Colorado has spent $325 million on failed technology projects in recent years, according to the Pew Center on the States. Pew Center on the States.  (2008, February 1).  Government performance project:  Colorado:  Grading the states 2008 .  Retrieved July 8, 2010, from  http://www.pewcenteronthestates.org/uploadedFiles/PEW_WebGuides_CO.pdf   Better decision-making Save money
Highly satisfied citizens are 80% more likely to use the website as a primary resource (as opposed to other, more costly channels, such as mail, phone, or in-person).  ForeSee Results.  (2010, April 27).  American customer satisfaction index:  E-government satisfaction index .  Freed.
Getting Started
Tenets of customer service Easily find relevant, accurate, and up-to-date information; Understand information the first time they read it; Complete common tasks efficiently; Get the same answer whether they use the web, phone, e-mail, live chat, read a brochure, or visit in person;  Provide feedback and ideas and hear what the government will do with them; and  Access critical information if they have a disability or aren’t proficient in English. Federal Web Managers Council.  (2008, November).  Putting citizens first:  Transforming online government .  Retrieved October 11, 2010, from  http://www.usa.gov/webcontent/documents/Federal_Web_Managers_WhitePaper.pdf
More simply, what do customers want? Fast
How? Comment Card Survey Questionnaire Focus Group Forum Poll Ideation Phone E-mail
How? Survey In 2007, the U.S. General Services Administration found customer satisfaction surveys to be the most commonly used method of measuring customer satisfaction among U.S. government agencies.  General Services Administration.  (2007, June 15).  Government-wide assessment of citizen service activities.  Retrieved July 19, 2010, from  http://www.usaservices.gov/aboutus/USAS_GWASurvey_FinalReport_15Jun07.pdf   New York Secretary of State,  http://www.dos.state.ny.us/
Other Examples Saskatchewan Information Services Corporation,  http://www.isc.ca/Pages/default.aspx
Resources It doesn’t take an army. Just a few dedicated team members
Customers Agency Feedback Responses Communication
Use the feedback. Share the feedback.
What’s innovative about customer feedback? Nothing
According to a Colorado Statewide Internet Portal Authority (SIPA) survey of city governments in Colorado: 53% of the respondents currently have citizen surveys or polls available on the cities’ websites.  Also, a SIPA survey of Colorado county governments indicated: 63% of respondents currently have citizen surveys and polls available on the counties’ websites.  E-government survey – Colorado cities.  (2009).  Retrieved May 18, 2010, from http://www.colorado.gov/cs/Satellite/SIPA-v2/SIPA2/1249666471482   E-government survey – Colorado counties.  (2009). Retrieved May 18, 2010, from http://www.colorado.gov/cs/Satellite/SIPA-v2/SIPA2/1249666471482
It’s time to get started! Your customers will be happier! You’ll be happier!

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Seeking Customer Feedback - How, Why, and Do It - Scott Primeau

  • 1.  
  • 2. Seeking Customer Feedback – Why, How, and Do It Scott Primeau @scottprimeau
  • 3. We are a “government of the people, by the people, for the people.” -Abraham Lincoln, Gettysburg Address November 16, 1863 Why are we here? Who do we serve? The people—our customers
  • 4. The decline of customer service "All animals are equal, but some animals are more equal than others."
  • 5. The Chosen Customers The “more equal” people The loudest people
  • 6. Your suggestions will be ignored in the order they were received. What about the rest?
  • 7. There’s a better way Listen
  • 8. Why? Colorado has spent $325 million on failed technology projects in recent years, according to the Pew Center on the States. Pew Center on the States. (2008, February 1). Government performance project: Colorado: Grading the states 2008 . Retrieved July 8, 2010, from http://www.pewcenteronthestates.org/uploadedFiles/PEW_WebGuides_CO.pdf Better decision-making Save money
  • 9. Highly satisfied citizens are 80% more likely to use the website as a primary resource (as opposed to other, more costly channels, such as mail, phone, or in-person). ForeSee Results. (2010, April 27). American customer satisfaction index: E-government satisfaction index . Freed.
  • 11. Tenets of customer service Easily find relevant, accurate, and up-to-date information; Understand information the first time they read it; Complete common tasks efficiently; Get the same answer whether they use the web, phone, e-mail, live chat, read a brochure, or visit in person; Provide feedback and ideas and hear what the government will do with them; and Access critical information if they have a disability or aren’t proficient in English. Federal Web Managers Council. (2008, November). Putting citizens first: Transforming online government . Retrieved October 11, 2010, from http://www.usa.gov/webcontent/documents/Federal_Web_Managers_WhitePaper.pdf
  • 12. More simply, what do customers want? Fast
  • 13. How? Comment Card Survey Questionnaire Focus Group Forum Poll Ideation Phone E-mail
  • 14. How? Survey In 2007, the U.S. General Services Administration found customer satisfaction surveys to be the most commonly used method of measuring customer satisfaction among U.S. government agencies. General Services Administration. (2007, June 15). Government-wide assessment of citizen service activities. Retrieved July 19, 2010, from http://www.usaservices.gov/aboutus/USAS_GWASurvey_FinalReport_15Jun07.pdf New York Secretary of State, http://www.dos.state.ny.us/
  • 15. Other Examples Saskatchewan Information Services Corporation, http://www.isc.ca/Pages/default.aspx
  • 16. Resources It doesn’t take an army. Just a few dedicated team members
  • 17. Customers Agency Feedback Responses Communication
  • 18. Use the feedback. Share the feedback.
  • 19. What’s innovative about customer feedback? Nothing
  • 20. According to a Colorado Statewide Internet Portal Authority (SIPA) survey of city governments in Colorado: 53% of the respondents currently have citizen surveys or polls available on the cities’ websites. Also, a SIPA survey of Colorado county governments indicated: 63% of respondents currently have citizen surveys and polls available on the counties’ websites. E-government survey – Colorado cities. (2009). Retrieved May 18, 2010, from http://www.colorado.gov/cs/Satellite/SIPA-v2/SIPA2/1249666471482 E-government survey – Colorado counties. (2009). Retrieved May 18, 2010, from http://www.colorado.gov/cs/Satellite/SIPA-v2/SIPA2/1249666471482
  • 21. It’s time to get started! Your customers will be happier! You’ll be happier!