3870 CAG brochures_3870 CAG bro 1/27/10 9:38 AM Page 1 Join the Movement to Create Authentic Demand During 2010, the CAG will conduct consumer education and research activities through living room chats and presentations at civic association and community meetings to increase the number of residents in Neighborhood Planning Units V, X & Y who are: n Educated and informed of the findings of the initial investigation of services in the target area n Participating in Customer Satisfaction Investigations to test the quality of community services n Engaged in a continuous feedback loop about quality with experts and providers and make recommendations for improvement Sign Up n Customer Satisfaction Investigations (CSI) surveys, focus groups. Earn incentives based upon level of participation n Customer Satisfaction Action Teams organize, plan and implement CAG activities n Consumer Advocacy Group (CAG) attend monthly meetings on the last Saturday of every month to develop and implement recommendations for improving service quality. n Customer Satisfaction Network Quarterly Meeting May 23, 2010 VISION provide feedback on your consumer experiences, issues and Excellence in the provision of goods, services concerns about service quality. and supports in our neighborhoods. CONTACT US [email protected] or MISSION [email protected] Creating Authentic Demand To build and sustain a critical mass of informed, Customer Satisfaction Network engaged and empowered consumers ready to P.O. Box 10492, Atlanta, Georgia 30310, (404) 587-7976 For High Quality Goods, take action. The Customer Satisfaction Network of NPUs V, X & Y Partnerships Services and Supports Residents of NPUs V, X & Y in Atlanta Neighborhood Planning Units V, X & Y GUIDING PRINCIPLES Center for the Study of Social Policy Commitment Consumers Union n BECAUSE The Center for Working Families, Inc n Mutual Respect QUALITY Morehouse School of Medicine n Accountability is a Georgia Department of Agriculture, Consumer Services Division n Education HUMAN The Annie E. Casey Foundation—Atlanta Civic Site n Advocacy RIGHT www.atlantacivicsite.org 3870 CAG brochures_3870 CAG bro 1/27/10 9:38 AM Page 2 Informed, engaged and empowered consumers—ready to take action. How We Are Organized—Levels of Network Membership Customer Satisfaction Network Members Desired Results for our Communities Membership in the Customer Satisfaction Network is open to all residents of Neighborhood Planning Units V, X & Y aged thirteen and n Healthy Adults over. Residents can participate in activities that include: n Stable Families n Customer Satisfaction Network Meetings n Adequate Standard of Living Residents provide input on issues of concern in service delivery n Children Healthy and Ready to Learn that impact the quality of life in communities. Customer Satisfaction Investigations (CSI) n Opportunities for Positive Youth Development n Residents participate in consumer research activities to test n Safe Neighborhoods service quality (secret/mystery shopping, surveys, living room n Quality Services & Supports for Families chats and focus groups). n Increased Civic Participation Customer Satisfaction Action Team Members Network Origins—The Co-Design Process Residents can support the planning and implementation of consumer education and research activities through service on In late 2008, residents of Atlanta Neighborhood Planning Units five Action Teams: V, X & Y the three interdependent components of the customer satisfaction framework 1 n Administration Team Membership Team 1. Informed, educated, engaged and empowered consumers n Customer Satisfaction Investigation Team 2. Consumer advocacy strategies to continuously measure and n Who We Serve— Public Education and Information Team report on resident consumer experiences with service quality n Neighborhoods in the Customer Satisfaction Network n Relationship Building Team 3. Establishment of consumer feedback loops with public and Neighborhood Planning Unit V Neighborhood Planning Unit Y private providers that are used to improve service quality. Consumer Advocacy Group (CAG) Members Adair Park Amal Heights During 2009, residents partnered with the Center for the Study of The role of the Consumer Advocacy Group is to provide leadership to: Capitol Gateway Betmar LaVilla Social Policy, Consumers Union and the Annie E. Casey Foundation— n Target specific issues of concern in the provision of services Mechanicsville Chosewood Park Atlanta Civic Site to co-design a process to adapt and implement the impacting our communities. Peoplestown Englewood Manor framework to achieve the following core outcomes n Assess the value of services available in meeting consumer needs Pittsburgh High Point n Reshape the way service providers think about us as customers and demand and educate residents on our findings. Summerhill Joyland Engage service providers —public, private and non-profit—in a n Elevate the public debate about how to improve goods, services n Neighborhood Planning Unit X Lakewood Heights continuous customer satisfaction feedback loop to meet authentic and supports that we need in our neighborhoods; and Capitol View South Atlanta consumer demand for quality services, goods and supports. n Establish on-going customer feedback about services provided Capitol View Manor The Villages at Carver to us and influence service improvement plans. Hammond Park Perkerson 1 Customer Satisfaction: Improving Quality and Access to Services and Supports in Vulnerable Neighborhoods © The Center for the Study of Social Policy Sylvan Hills.