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FAA CUSTOMER SATISFACTION SURVEY SFY 07 BY STATE, DISTRICT AND LOCAL OFFICE DEPARTMENT OF ECONOMIC SECURITY OFFICE OF STRATEGIC PLANNING, BUDGET AND MANAGEMENT INFORMATION DIVISION OF BENEFITS & MEDICAL ELEGIBILITY FAA CUSTOMER SATISFACTION SURVEY SFY 2007 EXECUTIVE SUMMARY Total Surveys Mailed 11,910 Surveys Returned 1,575 13.2% Surveys with Comments 13.3% English 697 Spanish 210 The highest rating was for Q3 94.67% of the clients “The FAA staff clearly told gave an approval rating me what to bring to the of 1 to 3 office to get benefits.” Strongly Agree = 1 Somewhat Agree =2 Neutral = 3 The lowest rating was for Q6 73.54% of the clients “When I called the FAA gave an approval rating office and left a message, of 1 to 3 someone returned my call?” Strongly Agree = 1 Somewhat Agree =2 Neutral = 3 The overall approval rating in FY 07 89.47% of the clients gave an approval rating of 1 to 3 Very Good = 1 Somewhat Good = 2 Neutral = 3 Revised 03/10/08 FAA CUSTOMER SATISFACTION SURVEY SFY 2007 0.33 % PROBLEM WITH PHONES EXAMPLES: - Check your phone system – very difficult to reach someone. - I would like that when people call the office, that they would answer personally. Because the machine always answers and never a single person. In my experience I always go calling the operator in order to get information. - Put real people who answer the phones on during business hours. I have called upwards of twelve times and never talked to a person or had my messages give to my EI or returned to me when I left one. FAA CUSTOMER SATISFACTION SURVEY SFY 2007 37.07 % STAFF IS DOING A GOOD JOB EXAMPLES: - Everyone at the office was very nice & very helpful! - When I went to the interview I felt very welcome and not harassed like on other occasions that I have left crying but this time was different, Ms. G.B. was the friendliest with me. She knows how to treat people. - It is good because before if we were late and there was a despotic receptionist. And the woman that is there now is very well mannered and does not get ugly to anyone and is not racist. That is key she has good principles of etiquette. Thank you and forgive that I expressed my opinion. - I have been fortunate to be treated with the most respect and courtesy. I really would have nothing to complaint about. On the contrary, feel very grateful for this group of people at this particular site. Thank you very much. - I guess there doing the best they can under the circumstances. - With what you are helping us with, it is sufficient. Many thanks for what you have done for me and my daughter. Thank you. FAA CUSTOMER SATISFACTION SURVEY SFY 2007 0.44 % STAFF HAS A NEGATIVE ATTITUDE EXAMPLES: - Be nice to people don’t yell at them don’t have a rude attitude. Try to understand what they want. Don’t shot them out. - One of the workers at the (that) office has a really bad attitude and they should hire someone that has a good attitude. - Put a nicer person of the front desk for the information window please. Need a person with a better attitude and more information please. It would make it more comfortable for us who are asking questions. Thank you - The front desk staff needs to get rid of their attitudes and let you explain why you are there. FAA CUSTOMER SATISFACTION SURVEY SFY 2007 39.05 % POOR CLIENT SERVICE EXAMPLES: - When they say they will call in 24 hrs they should. I don’t call unless I need something like my access which I need. You need to tell these people when they say they will call they should and not lie to people. - People that work there need to be a little nicer to everyone that comes in and not be so rude. - More people in the front area checking and appointment scheduling. The people in the front constantly have a chip on their shoulders and are often rude. - Be a little more respectful and courteous. - Not lose my papers, so that I don’t have to get you the same information over and over again. - At the AHCCCS offices they need to be more organized seeing that they have lost some of the documents I have submitted. And they must be more courteous at the AHCCCS office FAA CUSTOMER SATISFACTION SURVEY SFY 2007 5.61 % WAITING TIME TOO LONG EXAMPLES: - Don’t keep people waiting without an explanation. Faster service at windows. - They should take care of the people at the time they made the appointment because they are very late. - Maybe with more staff because it is a long time we have to wait for the interview. - If you have an appointment please call us within the time scheduled. The chairs are so uncomfortable to be sitting on for a 30-45 minutes length of time. FAA CUSTOMER SATISFACTION SURVEY SFY 2007 8.47 % VARIOUS PROBLEMS EXAMPLES: - She would not count SRP (electric bill) or trash collection as eligibility expenses. - If you’ve not been in the U.S.A. long enough to speak & write English then you’ve not been here long enough to receive benefits. If they want to receive benefits they can at least learn our language. - I have home visits so it’s been a while since I was into your office and now with them transferring me to a Peoria office I couldn’t get to a Glendale office so how in the world will I get to a Peoria office. - Because incorrect figures were turned in and I am in the midst of a conference now to get things straightened out. - Waiting area and length of time could be improved. FAA CUSTOMER SATISFACTION SURVEY SFY 2007 0.33 % PROBLEM WITH PHONES EXAMPLES: - Check your phone system – very difficult to reach someone. - I would like that when people call the office, that they would answer personally. Because the machine always answers and never a single person. In my experience I always go calling the operator in order to get information. - Put real people who answer the phones on during business hours. I have called upwards of twelve times and never talked to a person or had my messages give to my EI or returned to me when I left one. FAA CUSTOMER SATISFACTION SURVEY SFY 2007 0.66% BENEFIT AMOUNTS TOO LOW EXAMPLES: - The amount of assistance are Food Stamps is going down where my monthly income and what I pay out to service has stayed the same. Example: approx 1 yr ago I received $144 a month this has been steadily reduce to where I now receive $109. Yet my bills have gone up if anything all in all. - Keep cutting my stamps, and I go with out food. This is 1 ½ wks before my stamps are good…I am a senior person I have lost over 50 because of NO FOOD!! I can not go get food boxes, have no car & can not walk and you keep cutting the amount its now $122.00 for a month??? - I think you are very – kind I just don’t understand about my food stamps – went up $60. mo, $70. mo – then cut to $10. mo I still have to buy food. I went to Soc Sec. & they said go back to DES. Thank you - I am very thankful for your services and your attentions, but my income doesn’t fill my requirements and my needs of rent phone, transportation, homeopathic medicines that are not covered by my insurance such as transportation and other things to cure my illness FAA CUSTOMER SATISFACTION SURVEY SFY 2007 8.36 % CLIENT SUGGESTIONS FOR IMPROVEMENTS EXAMPLES: - There should be a system for those that do not speak English they feel that they can walk up to the front of the line and get waited on while everyone else is waiting. - Maybe hire more front desk help. There is usually only one person at the window and 30 to 30 people waiting to be seen. - By hiring friendlier employees and having clean facilities and bathrooms. Thank you for taking our comment into consideration - By not letting children run all over the place, and by having a TV for all to see. - More people at front desk & on phones to achieve prompt service daily. CUSTOMER SATISFACTION SURVEY COMMENT CODING SFY 2007 1. Doing a good job 2. Staff has negative attitude 3. Poor client service 4. Wait time too long 5. Various problems 6. Phone problems 7. Low benefit amount 8. Client suggestions for improvements CLASSIFICATION OF CUSTOMER COMMENTS STATE FISCAL YEAR 2007 CLIENT SUGGESTIONS 8.36% WAITING TIME TOO LONG 5.61% VARIOUS PROBLEMS 8.47% STAFF IS DOING A GOOD JOB STAFF HAS NEGATIVE 37.07% ATTITUDE 0.44% PROBLEM WITH PHONES 0.33% BENEFIT AMOUNTS TOO LOW 0.66% POOR CLIENT SERVICE 39.05% CLASSIFICATION OF CUSTOMER COMMENTS DISTRICT 1C STATE FISCAL YEAR 2007 CLIENT SUGGESTIONS 8.55% WAITING TIME TOO STAFF IS DOING A LONG GOOD JOB 6.58% 23.03% VARIOUS PROBLEMS 8.55% STAFF HAS NEGATIVE ATTITUDE 0.00% BENEFIT AMOUNTS TOO PROBLEM WITH LOW PHONES 0.00% 0.00% POOR CLIENT SERVICE 53.29% CLASSIFICATION OF CUSTOMER COMMENTS DISTRICT 1E STATE FISCAL YEAR 2007 CLIENT SUGGESTIONS 6.49% WAITING TIME TOO LONG 3.78% VARIOUS PROBLEMS STAFF IS DOING A 10.27% GOOD JOB STAFF HAS NEGATIVE 30.81% ATTITUDE 1.08% PROBLEM WITH PHONES 0.54% BENEFIT AMOUNTS TOO LOW 1.08% POOR CLIENT SERVICE 45.95% CLASSIFICATION OF CUSTOMER COMMENTS DISTRICT 1W STATE FISCAL YEAR 2007 CLIENT SUGGESTIONS 4.71% WAITING TIME TOO LONG 8.24% STAFF IS DOING A VARIOUS PROBLEMS GOOD JOB 8.24% 24.71% STAFF HAS NEGATIVE ATTITUDE 0.00% PROBLEM WITH PHONES 0.00% BENEFIT AMOUNTS TOO LOW 1.18% POOR CLIENT SERVICE 52.94% CLASSIFICATION OF CUSTOMER COMMENTS DISTRICT II STATE FISCAL YEAR 2007 CLIENT SUGGESTIONS 8.28% WAITING TIME TOO LONG 8.92% STAFF IS DOING A GOOD JOB VARIOUS PROBLEMS 42.68% 10.83% STAFF HAS NEGATIVE ATTITUDE 0.00% PROBLEM WITH PHONES 0.64% POOR CLIENT SERVICE BENEFIT AMOUNTS TOO 27.39% LOW 1.27% CLASSIFICATION OF CUSTOMER COMMENTS DISTRICT 3N STATE FISCAL YEAR 2007 CLIENT SUGGESTIONS 8.70% WAITING TIME TOO LONG VARIOUS PROBLEMS 4.35% 8.70% STAFF HAS NEGATIVE ATTITUDE
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