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ADVISORY :
Older Worker Bulletin No. 02-12 TO : All Senior Community Service Employment
Program Grantees FROM :
_____________________ ___________________ John R. Beverly,
III Ria Moore
Benedict Administrator Acting Chief Office of
National Programs Division of Older
Worker Programs SUBJECT : “Voice of the Customer” Publication 1. PURPOSE: To
announce the availability, and transmit a copy, of a new publication entitled
“Voice of the Customer: Senior Community Service Employment Program.” 2. BACKGROUND: In 2000, the Workforce
Excellence Network, in conjunction with the Division of Older Worker Programs
(DOWP), funded the National Council on the Aging to work with ARBOR, Inc., on a
Senior Community Service Employment Program (SCSEP) Voice of the Customer (VOC)
Project. This project involved training
staff from national and state SCSEP grantees and local SCSEP projects on
designing and conducting VOC surveys, interpreting the survey findings, and
using the results to improve their programs.
The resulting publication, entitled “Voice of the Customer: Senior
Community Service Employment Program,” provides background information on the
VOC process and describes the VOC surveys conducted by participating SCSEP
staff. It also includes, as Appendix B,
a “SCSEP Guide for Measuring and Improving Customer Satisfaction.” The “SCSEP Guide for Measuring and Improving
Customer Satisfaction” is designed to be used as a stand alone guide by local
SCSEP projects interested in conducting customer satisfaction surveys. It provides information on conducting VOC
surveys, analyzing customer satisfaction and data findings, and using the
findings to improve programs and processes.
It includes sample surveys that may be used as they are or modified to
meet individual program needs. Appendix
B and the individual surveys it contains may be reproduced for use by local
SCSEP project staff. 3.
REPORT AVAILABILITY: Electronic copies of the “Voice of the Customer: Senior Community
Service Employment Program” are available at the DOWP website http://wdsc.doleta.gov/seniors/whats_new.cfm
under “WHAT’S NEW.” Hard copies of the
publication may be ordered from David Richardson at DOWP’s fax number (202)
693-3817 or by e-mail to drichardson@doleta.gov.
4. INQUIRIES: Questions should be directed to
your Grant Officer’s Technical Representative at (202) 693-3842. 5. ATTACHMENTS
This publication provides a road map to use in identifying your customers, measuring the satisfaction of your customers, interpreting your findings, and using these findings to improve your organization. Appendix B to Voice of the Customer: This is a "how-to" guide designed to provide SCSEP projects with the tools they need to undertake their own Voice of the Customer studies. TDNO:DRichardson/MJ/10-22-02Rm/N5636/33757 Retyped: Mary Johnson
10-24-02 Retyped: Mina Johnson
02-05-03 Cc: Beverly/Benedict/Richardson/Files S:\Onp\Onpr\dowp\bulletin.02\02-12.doc.dot
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