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Customer Satisfaction Program - FY07

NOTE: This page is archived for historical purposes and is no longer being maintained or updated.
Current Information can be found at: Customer Satisfaction Program - FY08


  • The Objective of the Customer Satisfaction Program is to improve and enhance organizational effectiveness through increased understanding of customer needs and increased communication with customers.
O P M, I S E A, O S H A, A I H A logos

Applicable Standards

  • ISO
  • NFPA
  • 42 CFR 84
  • ANSI
  • ASTM

Key Partners

  • ISEA
  • OPM
  • AIHA
  • IAFF
  • Region 13
  • OSHA
  • NFPA
  • IAFC


  • Emergency Response Workers
  • Employers
  • Workers
  • PPE manufacturers

Project Scope

  • The results of activities incorporated into NPPTL program plans to improve organizational effectiveness and customer satisfaction. The impact of the results is improved worker protection.


  • 1Q FY07 - Conduct one Focus group with Fire Services
  • 1QFY 07 - Evaluate FY07 action plan and begin implementation
  • 2Q FY07 - Conduct 1 Focus group with Health care
  • 3Q FY07 - Formulate Concept for Dispute Resolution Process
  • 4Q FY07 - Formulate Fire Instructor Support and Training (FIST) Program
  • Conduct Second Customer Satisfaction Survey


  • Customer Satisfaction Survey Results
  • Over 10 presentations to external stakeholders to introduce program
  • 2 Presentations to internal NIOSH stakeholders


  • Provides external evaluation to validate current activities or redirection.
  • CDC used NPPTL CSS Program as model for new CDC Evaluation Assessment Program to evaluate CDC outcomes.
Page last modified: July 23, 2007
Page last reviewed: July 23, 2007 (archived document)
Content Source: National Institute for Occupational Safety and Health (NIOSH)