| Customer Satisfaction Survey Report |
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DEPARTMENT OF STATE LANDS
CUSTOMER SERVICE SURVEY
June 2007
In early 2007, the Department of State Lands (DSL) made the decision to implement one annual customer service survey using the six Department of Administrative Services-mandated questions. The survey will be used to track Key Performance Measure 15 (Customer Service); our goal is to have 90 percent of our customers rating DSL's service delivery as "good" or "excellent."
In April, four customer groups were identified to receive a survey, and approximately 1460 surveys were sent via mail and e-mail to a random sample of these customers. All mailed surveys included a self-addressed, stamped return envelope. Survey recipients had some level of interaction with DSL in 2006. Of the 1460 sent, 342, 23.5 percent, were returned.
The samples were drawn from the agency's Land Administration System (LAS), "Key Communicators" mailing list, wetland consultant e-mail list, and the Unclaimed Property Section’s databases.
The four customer groups, and the number of surveys sent for each, include:
- Unclaimed Property claimants and holders (500) – 19.6% (98) returned
- Land Management lessees (290) – 34% (99) returned
- Wetlands and Waterways permittees, consultants and those who received wetland reports (470) – 20.8% (98) returned
- Agency Partners (200) – 23.5% (47) returned
Survey responses for each customer group were collected separately so each division/program will have specific information. We received 117 open-ended comments from survey respondents that will be helpful in improving customer service.
The agency's combined scoring follows. Totals may not add to 100 due to rounding. All "don't know" responses were removed from the respondent totals for each question.
1. How do you rate the timeliness of the services DSL provides?
| Excellent: |
25% |
| Good: |
43% |
| Fair: |
18% |
| Poor: |
15% |
Don’t know: 3%
TOTAL excellent and good: 68%
2. How do you rate DSL's ability to provide services correctly the first time?
| Excellent: |
30% |
| Good: |
45% |
| Fair: |
17% |
| Poor: |
9% |
Don’t know: 5%
TOTAL excellent and good: 75%
3. How do you rate DSL's helpfulness?
| Excellent: |
32% |
| Good: |
44% |
| Fair: |
16% |
| Poor: |
8% |
Don’t know: 4%
TOTAL excellent and good: 76%
4. How do you rate the knowledge and expertise of DSL employees?
| Excellent: |
37% |
| Good: |
45% |
| Fair: |
14% |
| Poor: |
4% |
Don’t know: 13%*
TOTAL excellent and good: 82%
5. How do you rate the availability of information at DSL?
| Excellent: |
26% |
| Good: |
49% |
| Fair: |
20% |
| Poor: |
5% |
Don’t know: 11%*
TOTAL excellent and good: 75%
6. How do you rate the overall quality of service DSL provides?
| Excellent: |
24% |
| Good: |
48% |
| Fair: |
18% |
| Poor: |
10% |
Don’t know: 5%
TOTAL excellent and good: 72%
*Most of the "don't know" responses to questions 4 and 5 were from the unclaimed property sample. Many of the claimants and holders have little direct interaction with staff.
Conclusions:
The agency's "excellent" and "good" ratings were primarily in the 72 – 82 percent range, with the average rating being 74.4 percent. As expected, timeliness of services rated lowest – 68 percent – while the ratings for DSL's staff expertise were highest – 82 percent.
Many respondents praised DSL staff for being thorough, pleasant and knowledgeable. Even when the respondent didn't agree with the outcome of the service (e.g., permit or lease), they were able to separate the person from the product in most instances.
Of concern is the relatively high number of "poor" ratings which, when analyzed along with respondents' comments, came primarily from removal-fill permittees or lessees who felt the process took too long, or who became frustrated with staff turnover. Many respondents suggested we add additional staff or raise staff pay, which of course we cannot do without legislative action.
DSL will use the results of this survey as a baseline for annual customer service evaluation, and each division/section will carefully consider their specific ratings and customer comments in order to improve service delivery over time.
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