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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.
Logos - Office of Personnel Management (O P M), International Safety Equipment Association (I S E A), Occupational Safety and Health Administration (O S H A), American Industrial Hygiene Association (A I H A)

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.


  • 2Q FY08 - Conduct second CSS
  • 2Q FY08 - Briefing from OPM on results
  • 3Q FY08 - Analyze results from second CSS
  • 4Q FY08 - Develop FY08 action plan to include strategy to address results of CSS
  • 4Q FY08 - Conduct focus group with Fire Services
  • 4Q FY08 - Conduct focus group with Healthcare


  • 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 updated: August 08, 2008
Page last reviewed: August 08, 2008
Content Source: National Institute for Occupational Safety and Health (NIOSH)