| Business Customer Satisfaction Pilot Team |
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Business Customer Satisfaction Focus of Pilot
Essential Facts A joint effort of three Workforce Development Councils and Employment Security Department’s WorkSource Operations Division, have launched a pilot to improve the satisfaction of business customers. Northwest, Pierce/Tacoma and Olympic WDAs worked together to develop a plan to address improvements to internal mechanisms and external service delivery.
“The satisfaction of our business customer is vital to our survival as a WorkSource system” said Nelson Meyers, ESD Deputy Commissioner. Colin Conant, Executive Director of Pierce/Tacoma WDC shared, “Workforce Board statisticians thoroughly analyzed two years of survey data. From these results, we developed a set of goals and strategies.”
The pilot project uses the American Customer Satisfaction Index (ACSI) scores derived from the monthly customer satisfaction survey of business customers. Each of the three WDAs will fully implement the pilot’s strategies and success will be gauged using the ACSI scores.
Gay Dubigk, Executive Director of the Northwest WDC states, “It’s important to make certain we are doing what we need to ensure our WorkSource system remains relevant to our business communities.” Steve Frazier of the Olympic WDC concurred, adding “The effort to focus on quality and business satisfaction will improve integration in the WorkSource system and enhance performance.”
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