PERSONAL PROTECTIVE TECHNOLOGY

Input: Customer Satisfaction Survey

In an effort to improve and enhance organizational effectiveness, the PPT Program has partnered with U.S. Office of Personnel Management's (OPM) Division for Human Resources Products and Services (HRPS) to improve customer satisfaction by using consulting services and collaborating to administer annual Customer Satisfaction Surveys (CSS) to the customers/stakeholders of our services.

OPM is the partner of choice because of their recognition in providing a valid and reliable measure to meet requirements of the Government Performance and Results Act (GPRA) with their Customer Satisfaction Survey. The OPM developed the CSS to assess the quality of service provided by public-sector organizations. Based on nine core dimensions of service quality, the survey helps organizations identify their strengths and diagnose sources of dissatisfaction. The nine core dimensions are: Access, Courtesy, Knowledge, Timeliness, Reliability, Choice, Tangibles, Recovery, and Quality. The survey is composed of standardized questions measuring each of the nine dimensions and questions specific to the PPT Program.

The first survey was administered by OPM on-line. OPM processed and analyzed the data and briefed the PPT Program on the results. Action plans were developed to address items revealed in the survey results, and to further identify opportunities for improvement in the PPT Program. View the survey and the survey results: