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State Agency Use of Customer
Satisfaction Surveys
October, 1995
This report evaluates how 10 state agencies used data from customer satisfaction surveys in their 1994 performance reports. It also provides a set of guidelines for state agencies on conducting surveys and on presenting the results of surveys.
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The report summary is available here in PDF or text as noted below.
The full report is available in PDF only. You may download the latest version
at no charge from the
Adobe web site.
8 pages, PDF format
Overview, plain text format
Full text of report, 106 pages, PDF format
Individual chapters, PDF format
The evaluators for this report: Marilyn Jackson, Project Manager, and Jan Sandberg
