Customer Satisfaction

Organizational Development has designed two set of scan forms, standard and with client change, that counties can use to meet their customer satisfaction reporting requirement.

Data collection options for customer satisfaction fall into three categories. First, there is a set of “standard forms” without an outcome section. Second, there is a set of “plus outcomes” forms that includes both customer satisfaction and an outcome section. Finally, in certain situations it may be appropriate to use the online version of the standard customer satisfaction form. All of these options count toward meeting the state requirement for customer satisfaction reporting.

Important Notes: All forms on this page meet the state requirement for reporting customer satisfaction. The standard customer satisfaction form has been revised as of September 2012. Please discard all previous versions and use the revised version.

Standard Customer Satisfaction Forms

These forms have the state-required questions for customer satisfaction, other customer satisfaction questions, and a few open-ended questions for program improvement purposes.

** Reads at a Flesch-Kincaid Grade Level of 6.4

Customer Satisfaction Plus Client Change Forms

These forms have the state-required questions for customer satisfaction plus one or more sections for client change. Formerly these were legal size but have been reduced to letter size.

Change in understanding is typically measured at the conclusion of a one-time program but can be used with a program series as well:

 

Standard Customer Satisfaction Form Online

The standard customer satisfaction form implemented as a web survey. Appropriate in limited situations.

Organizational Development has set up the adult and youth versions of the standard customer satisfaction survey in Qualtrics. Program participants can be directed to the link to complete the survey.

Is this appropriate for all Extension program events?
If administering the survey at the conclusion of an online event, yes, the online survey works well (just provide the link in the chat area). If administering the survey at the conclusion of an in-person event, using the online version of the survey may come close to working as well as scan forms in quickly capturing responses from most or all participants if you provide the short URL or QR code before participants leave.

The online version of the customer satisfaction survey does not work as well if sent to participants a few days after an online or in-person activity. Experience from other states has shown such efforts result in low response rates. It is recommended you limit such efforts to certain situations – ones in which you have an email address for all participants, they all have web access, and you have continual contact with the participants (i.e., volunteers, newsletter list, program series). You want to capture immediate reactions and outcomes as a program concludes.

How do I get started?
You MUST do the following or you will LOSE your data:

  • Complete and return this cover sheet to Organizational Development BEFORE directing participants to the web survey.
  • Wait for Organizational Development to confirm its OK to proceed with the survey.
  • Provide program participants with the appropriate link below. The event listing is the first survey question and must be selected before proceeding to the remainder of the survey. This is the only way we can link survey responses to your specific event.

What are the links?

The URL for ADULTS is: http://tx.ag/TCSA

The URL for YOUTH is: http://tx.ag/TCSY