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Customer Service Homepage ----- Our Survey Services |
Surveying Options and Methodologies
Various surveying options and methodologies
are available to collect customer service data. A comparison chart is
provided on the Evaluating Customer Service Page.
The work we do is to provide a "turnkey" solution to complying with
the Customer Service Standards Act and to provide you with meaningful and
helpful information to improve customer service perceptions.
Survey Instruments
Online Surveys can be linked
from your website, published in your materials,
and sent electronically to your customers.
Various technologies are used to deploy online surveys. Two examples of
online surveys are available here: Online
Survey 1 & Online
Survey 2 & Online
Survey 3.
Hardcopy Surveys are used when it is unsure if electronic
access is available. Our surveying system uses OMR (optical mark
recognition) to input the survey data. We also make available a
web-based version for the hardcopy surveys in an effort to begin the process
of migrating customers to web-based assessment. Two examples of hardcopy
surveys are available in pdf format: Hardcopy
Survey 1 & Hardcopy Survey 2.
Survey Reports
Our reporting process is twofold. The
first is tailored to meet the requirements of the
Customer Service Standards Act, by providing information that can be inserted
directly into your strategic plan or reporting requirement. Second, our
reports provide detailed information on the
various customer service dimensions that are measured. An example of
this for the Staff dimension is provided here: Example
of Section of Customer Service Report. For some organizations, it
may be of interested to view customer service performance by region. We
have developed a Texas State Customer Service Profile
Report to address this issue.
About Us
We are at the University of Texas at Austin and provide
surveying services to over a hundred state agencies and institutions of higher
education. Our largest continuous project is the Survey
of Organizational Excellence. We also sponsor with the Office of the
Governor the Governor's
Conference on Organizational Excellence, Forum
on Excellence, Customer Service Symposium,
and provide data for selection of the Texas
Star Award. This link provides a list
of our customer. A brief summary of the staff and the technologies
we use is provided in our Capability Statement.
Pricing
Fortunately being a state agency like you we fall under
Chapter 2254, Professional and Consulting Services, (§ 2254.026.
Contract With Consultant) and Chapter 771. Interagency Cooperation Act (§
771.003. Authority to Contract; Exceptions). Pricing quotes are
available on request by emailing soe@uts.cc.utexas.edu
or by phone (512) 471-9831. Prices vary depending on method of distribution
and numbers of customer to be surveyed. Additional information is
available at our selecting services and
options page. To obtain a quote, please
contact our offices.
Return to the
Customer Service Homepage
This Web Site is maintained by
The Survey of Organizational Excellence
Last Update: March 12, 2002
Please direct questions and comments regarding this web site to: soe@uts.cc.utexas.edu
School of Social Work at UT Austin
Copyright © Survey of Organizational Excellence. All rights reserved.