142nd APHA Annual Meeting and Exposition

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Who's your Customer and What do they Think? State Experiences and a New Tool for Assessing Customer Satisfaction

142nd APHA Annual Meeting and Exposition (November 15 - November 19, 2014): http://www.apha.org/events-and-meetings/annual
Wednesday, November 19, 2014 : 8:30 AM - 8:50 AM

Karl Ensign , Science & Strategy, Association of State and Territorial Health Officials (ASTHO), Arlington, VA
  
Audio (mp3) recording Recorded Presentation (mp4)
Through a cooperative agreement with the Centers for Disease Control (CDC), ASTHO oversaw the development of a tool by independent consultant Elizabeth Lee aimed at assessing customer satisfaction.  The comprehensive tool describes the nine steps associated with successfully identifying customers; formulating targets and areas of inquiry; selecting data collection methods; structuring, testing, and implementing surveys; and analyzing and applying results.  

The tool draws from a number of efforts tested in several states including Oregon, Washington, New York, New Jersey, Florida, Minnesota, and Michigan. Several other states subsequently applied the tool.    

The basics of this specialized form of analysis are explored and the tool's capabilities are explained.  Case examples are presented.  Lessons learned about conceptualizing this specialized form of analysis, identifying and collecting information, analyzing data, and communicating and acting upon results will be explored.

Learning Areas:

Conduct evaluation related to programs, research, and other areas of practice
Program planning
Public health administration or related administration
Public health or related research

Learning Objectives:
Demonstrate the capabilities of the tool designed to help the user think through and apply the steps involved with successfully assessing customer satisfaction. Explain important lessons learned by states measuring customer satisfaction with public health programs and services.

Keyword(s): Evaluation, Training

Presenting author's disclosure statement:

Qualified on the content I am responsible for because: I have been the principal of multiple federally funded grants evaluating programs, policies, and quality improvement projects. I have provided capacity building assistance in evaluation to states, territories, tribes, and other grantees. I have overseen the development of a tool to determine customer satisfaction with public health programs and/or services.
Any relevant financial relationships? No

I agree to comply with the American Public Health Association Conflict of Interest and Commercial Support Guidelines, and to disclose to the participants any off-label or experimental uses of a commercial product or service discussed in my presentation.

Back to: 5052.0: Model practices in program evaluation