We are a municipally run organization that operates a landfill, recycling and composting facility. We are interested in conducting a satisfaction survey to our commercial customers to see how we may be able to serve them better. I was thinking questions like, wait times for scale, signs, staff, ease of use, hours of operation, etc. If anyone has completed a similar survey I would be interested in hearing more about it. Thanks in advance for your responses.
Elizabeth Graham (nee Kenrick)
Communications Supervisor
Ottawa Valley Waste Recovery Centre
900 Woito Station Road
Pembroke, ON K8A 6W5
PH:613-735-7537
FX:613-735-1837
www.ovwrc.com
Satisfaction Survey
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As a Canadian government organization, you should have access to the "Common Measurements Tool". Overall, it's a great site for government organizations trying to figure out citizen satisfaction. http://www.iccs-isac.org/ "Citizens First" reports are also an interesting read.
Cheers,
Tiffany Skomro
Public Consultation & Research Officer
Water & Waste Department
City of Winnipeg
109-1199 Pacific Ave
Winnipeg, MB R3E 3S8
Tel: 204.986.4838
Cell: 204.770.6583
Fax: 204.986.3745
...
Hi Elizabeth,
Im just finishing a survey related with So Paulo city image as a business destination. The survey involves a multidimensional model that includes the main following structural relation QualitySatisfactionImageLoyalty. There are plenty of studies that are working with this kind of survey to enrich the understanding of what antecedent factors affect costumer satisfaction and loyalty. I believed that instead of working with a simple dimension to discover if my client is satisfied, I could use a performance paradigm to evaluate the service I provide and from that evaluation obtain my customer opinions related with her/his satisfaction. The approach you can use depends on what do you want to know. In addition to that one that I mention You can use a map of performace-importance, where you can identify what are the service characteristics that goes well, or not, and are important to your customer. You can review Richard Oliverss literature on Satisfaction and Loyalty and/or the American or European Satisfaction Barometers (indexes). I hope I helped with your doubts.
Truly yours,
Luis Alberto Noriega Vera, PhD,
Post-doctoral Researcher
University of So Paulo,
Brazil Business Administration School