Customer Satisfaction in Governmental Organization
In every part of America, taxpayers are giving their satisfaction rating to the government employees along with their services rendered to the people. This kind of survey enables the US government to monitor which part of the federal government is not doing its job and responsibilities to the public. It also reveals how the employees in the federal government treat their customers or public based on the satisfaction level of the public. In this regards, there have been 30 federal agencies that serve more than 90 percent of the American people -- they will be randomly surveyed to determine levels of satisfaction with the services they receive from these government agencies. This customer satisfaction policy has been started in the implementation of Executive Order 12862 in 1993, which instructed federal agencies to establish customer service standards, report on their customer service activities, and develop customer service standards. Putting people first means ensuring the federal sector provides the highest quality service possible to the American people. In moving the government-wide survey initiative from the drawing board to actual contact with taxpayers is a significant achievement. Moreover, the Federal Advisory Committee for Excellence in Customer Satisfaction, which composed of industry, academic, consumer groups, and government agency leaders, oversees the survey. Aside from that, the committee is focusing on the best methods for institutionalizing a customer service culture in the federal government, the committee works with the High Impact Agencies to target catalytic changes necessary to improve the services provided to the American public. Other initiatives will be done in order to identify and to share the best practices for improving and delivering customer service among federal employees. Improving customer service is an essential ingredient to promote a high level of trust among the public towards government employees.
(http://govinfo.library.unt.edu/npr/library/announc/survey.html)
Correspondingly, the federal government has also established a customer focus, expectations and loyalty program that are designed to address all public’s concerns and complaints regarding government customer service or products. In this center, the customers are being accommodated by the officer on duty, and see to it what the most immediate response is to be initiated. Next, any government organization must see to it that they encourage their customers to voice out or express their complaints to the concerned agencies or employee, in order to improve the quality customer service of they offer to the public. Similarly, this is also an effective way to ensure that the government organization will find ways to develop an customer serviced enhance their products and services. There is correspondence, on bills, and in the telephone directory. Some offer discount coupons to encourage customer feedback. Many publish information on how they can be contacted in more than one language. They publish 1-800 and other numbers for the company where consumers are most likely to see. Companies also market their complaint handling systems in conferences , meetings, annual reports, newspapers, association circulars, videos, audio tapes, letters, press releases, speeches, training sessions and thru email. Accordingly, there are government companies that really go out of their way just to please the customers. A good example of this public firm is the insurance company with an excellent staff. The insurance staff can greatly deal with the needs of grieving spouses. Majority of the government companies in the United States have been given their leading employees authority to provide any cash incentive or in-kind award to the customers who have complaints with the products, coupon or even in monetary issues, this is being done just to resolve any complaint from the customer. Relatively, the U.S. Postal Service is giving $ 20 in stamps whenever it is needed for the customer’s concern and satisfaction. In the same token, the government agencies are distributing supplement surveys among American people who complain on the routine. These government organizations are giving surveys of a people who have complain with the routine and mostly extensive data collection tools. By this, the government personnel will understand the level of satisfaction with the existing customers.
(http://www.customerexpressions.com/cex/cexweb.nsf/(GetPages)/fb0e21c03e1a1fbb85257011006e6396)
The government –company partners focus on clear customer target groups. One company that serves a wide variety of customers decided to focus on its high-volume business customers. Three months after a high-volume business customer has complained, the company follows up to find out whether they are still using their services and, if not, the reasons for dissatisfaction. In addition, the company routinely solicits feedback before, during, and after service. It conducts focus groups and has established a Customer Advisory Council to drive decisions related to this key target group. All these organizations try to anticipate the needs and problems about a product or service. In the same time, the government organizations has been educating their customers.
(http://www.customerexpressions.com/cex/cexweb.nsf/(GetPages)/fb0e21c03e1a1fbb85257011006e6396)
References:
(http://govinfo.library.unt.edu/npr/library/announc/survey.html)
(http://www.customerexpressions.com/cex/cexweb.nsf/(GetPages)/fb0e21c03e1a1fbb85257011006e6396)
(http://www.customerexpressions.com/cex/cexweb.nsf/(GetPages)/fb0e21c03e1a1fbb85257011006e6396)
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