| Business Customer Satisfaction Pilot Team |
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Business
Customer Satisfaction Pilot Project
Focus Who: Northwest WDC, Pierce/Tacoma WDC, Olympic Consortium, and ESD WorkSource Operations Division and WorkSource Area Directors. Statistical assistance and support provided by Workforce Training and Education Coordinating Board. What: A pilot program to improve business customer satisfaction with WorkSource business services. How: An action plan comprised of goals and strategies which focus both on internal processes and on services provided to business customers. Alignment: The project supports a performance-focused system (e.g. customer satisfaction, GMAP) using data to drive improvements. Measures: The American Customer Satisfaction Index (ACSI) scores for each of the three WDAs will indicate success of the pilot. Baseline measures were taken in May 2005. ACSI scores are determined through monthly telephone surveys of businesses who received a service. Results: Performance by WDA and statewide is available on-line at: American Customer Satisfaction Index (ACSI) scores Project Leads: Gary Smith, Northwest; Pam Cone, Pierce/Tacoma; Peter Cavanaugh, Olympic Consortium
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