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Customer Satisfaction Program - FY10

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 - FY11


  • 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 of Key Partners

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 - Assess FY09 focus group results
  • 3Q - Implement FY10 Survey
  • 4Q - Assess FY10 CSS results


  • Customer Satisfaction Survey Results
  • 10 presentations to external stakeholders
  • Focus Group Reports


  • 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: April 5, 2010
Page last reviewed: April 5, 2010
Content Source: National Institute for Occupational Safety and Health (NIOSH)
National Personal Protective Technology Laboratory