Measuring and improving customer satisfaction with government services

Glen D. Alexander

Treesearch

Measuring and improving customer satisfaction with government services

Informally Refereed

Authors:

Glen D. Alexander

Year:

1995

Type:

General Technical Report

Station:

Northern Research Station

Source:

In: Vander Stoep, Gail A., ed. Proceedings of the 1994 Northeastern Recreation Research Symposium; 1994 April 10-12; Saratoga Springs, NY.: Gen. Tech. Rep. NE-198. Radnor, PA: U.S. Department of Agriculture, Forest Service, Northeastern Forest Experiment Station. 3-8

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Abstract

Two years ago, Ohio State Park developed a methodology of measuring customer satisfaction, to gauge the effectiveness of our customer service. What follows is a discussion of our installation of systems to measure and improve customer satisfaction, the interpretation of the data, and the positive results we have enjoyed.

Parent Publication

Proceedings of the 1994 Northeastern Recreation Research Symposium

Citation

Alexander, Glen D. 1995. Measuring and improving customer satisfaction with government services. In: Vander Stoep, Gail A., ed. Proceedings of the 1994 Northeastern Recreation Research Symposium; 1994 April 10-12; Saratoga Springs, NY.: Gen. Tech. Rep. NE-198. Radnor, PA: U.S. Department of Agriculture, Forest Service, Northeastern Forest Experiment Station. 3-8