Questionnaire Development, Results, and Other Issues from the Commerce Department-wide Customer Satisfaction Survey
Questionnaire Development, Results, and Other Issues from the Commerce Department-wide Customer Satisfaction Survey
SM95-13
Introduction
Customer satisfaction measurement has become prominent in the Federal Government since the issuance of Executive Order 12862 for "Setting Customer Service Standards" in 1993. As part of "creating a government that works better and costs less" the National Performance Review suggested "putting customers first." The thrust of this initiative is to have the Federal Government function more like private industry. The competitive markets of the private sector have created a climate which is customer focused and the Federal Government is attempting to follow suit.
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Customer Satisfaction Measurement Issues in the Federal Government
Since the issuance of Executive Order 12862 "Setting Customer Service Standards," customer satisfaction measurement has become prominent.
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The Census Bureau's Spanish Forms Availability Test
In 1993 the Census Bureau implemented the Spanish Forms Availability Test (SFAT).
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Practical Considerations in Sample Size Selection
Despite some initial work, few objective guidelines currently exist to suggest how many cases are needed when using behavior coding as a pretest technique.
Related Information
Page Last Revised - February 11, 2025