Government Agency Customer Satisfaction Surveys
Rank order scale questions
Questions that require the ranking of potential answer choices by a specific characteristic. These questions can provide insight into how important something is to a customer.
Rating scale questions
Questions that use a rating scale for responses. This type of question is useful for determining the prevalence of an attitude, opinion, knowledge or behavior.
There are two common types of scales:
Knowing what your customers truly think is critical. By identifying the needs, wants, and expectations of your customers, your agency will maximize customer satisfaction. Most importantly, a well done customer satisfaction survey will arm your agency with valuable information needed to ensure customers are being handled in a proper and efficient manner.
Government agencies know that customer satisfaction is essential to serving the public. The best means available to achieve this goal, is to utilize VoiceCloud’s Customer Satisfaction Survey Tools.
VoiceCloud has the experience to recommend the right survey questions for your agency’s unique situation and eliminates the need for human based surveys by automating the process, transcribing the results and providing you with the research results you are looking for.
Each satisfaction survey is tailored to your specific agency’s information objectives. We will develop your custom telephone surveys based upon what you want to know and how this information will be used. Regardless of survey methodology, the results will provide actionable data that will help your agency more effectively serve the public.
VoiceCloud meets these needs by providing your clients with a simple prompting system to enter the information necessary that can then be sent to your agency via email or VoiceCloud API. We can even assign your agency a new Local or Toll-Free number that flows directly to the IVR.
VoiceCloud can arrange effective scripts and have them professionally recorded.
Multiple choice questions
Questions with two or more answer options. Useful for all types of feedback, including collecting demographic information. Answers can be “yes/no” or a choice of multiple answers. Beware of leaving out an answer option, or using answer options that are not mutually exclusive.
Example 1:Are you a U.S. Citizen? Yes / No
Example 2: How many times have you called our agency about this issue in the past month?
- Three times
- More than three times
- Don’t know/not sure
Participants are typically asked whether they agree or disagree with a statement. Responses often range from “strongly disagree” to “strongly agree,” with five total answer options. (For additional answer options, see table below.) Each option is ascribed a score or weight (1 = strong disagree to 5 = strongly agree), and these scores can be used in survey response analysis. For scaled questions, it is important to include a “neutral” category (“Neither Agree nor Disagree” below).
Guidelines for using a 5-point scale
Semantic differential scale
In a question using a semantic differential scale, the ends of the scale are labeled with contrasting statements. The scales can vary, typically using either five or seven points.
Questions where there are no specified answer choices. These are particularly helpful for collecting feedback from your participants about their attitudes or opinions. However, these questions may require extra time or can be challenging to answer, so participants may skip the questions or abandon the survey. In addition, the analysis of open-ended questions can be difficult to automate, and may require extra time or resources to review. Consider providing extra motivation to elicit a response (e.g., “Your comments will help us improve our website”) and ensure there is enough space for a complete response.
Example: What are two ways we could have improved your experience with our agency today? We take your feedback very seriously and review comments daily.
Contact Us today to discuss how we can assist with your agency’s survey needs.