More Resources FY 2011 Grantee Satisfaction Survey  PDF (2.6M) American Customer Satisfaction Index Methodology

For FY 2011, the Department significantly expanded its external survey of customer satisfaction with its products and services. In FY 2010, metrics of customer satisfaction, both internal and external, were added to the Department's Organizational Performance Review. This year, in response to the President's Executive Order 13571 Streamlining Service Delivery and Improving Customer Service, the Department expanded its survey to include 45 programs with a future goal of surveying 20 percent of Department programs representing the top 80 percent of program dollars.

The survey uses the American Customer Satisfaction Index (ACSI) which is the national indicator of customer evaluations of the quality of goods and services and the only uniform benchmarking measure of customer satisfaction across agencies and private industry. The ACSI is a weighted average of three questions that measure: overall satisfaction, satisfaction compared to expectations, and satisfaction compared to an ideal organization. Additionally, each participating principal office surveys their stakeholders on the effective use of technology, clarity and organization of documents, staff knowledge, and other areas important to customer satisfaction.

Previous Surveys

FY 2010 Grantee Satisfaction Survey PDF (770K) | MSWord (1.16M)

FY 2009 Grantee Satisfaction Survey PDF (581K) | MSWord (774K)

FY 2008 Grantee Satisfaction Survey PDF (454K) | MSWord (1.7M)

FY 2007 Grantee Satisfaction Survey PDF (444K) | MSWord (1.1M)

FY 2006 Grantee Satisfaction Survey PDF (421K)

FY 2005 Grantee Satisfaction Survey PDF (452K)