How to Measure Customer Satisfaction in New Hampshire State Government
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How to Measure Customer Satisfaction in New Hampshire State Government
How to Measure Customer SatisfactionIn New Hampshire state GovernmentDivision of Personnel Department of Administrative Services January 20091Customer How to Measure Customer Satisfaction in New Hampshire State Governmentr Service in New Hampshire State Government Statement of Commitment and Guiding Principles Developed by the Commissioners Group Adopted February 2009Commitment Statement:“In New Hampshire, public service is all about great customer service. ”Guiding Principles:The citizens and all customers of New H How to Measure Customer Satisfaction in New Hampshire State Governmentampshire expect and deserve a quality experience when interacting with their State government. The public servants of the State of New Hampshire delivHow to Measure Customer Satisfaction in New Hampshire State Government
er great customer service by:•Recognizing that everyone we come into contact with is a customer•Treating customers with dignity and respect•RespectingHow to Measure Customer SatisfactionIn New Hampshire state GovernmentDivision of Personnel Department of Administrative Services January 20091Customer How to Measure Customer Satisfaction in New Hampshire State Governmentseek•Taking ownership of our customers’ needs and becoming part of the solution•Striving to exceed expectations of our customers•Committing to continuous improvement based on customer ideas•Acknowledging and honoring customer service excellence•Developing and assessing performance against measurable How to Measure Customer Satisfaction in New Hampshire State Government criteria“The Commissioners’ Group is a group of commissioners and directors from a number of state departments who met regularly to explore ways to iHow to Measure Customer Satisfaction in New Hampshire State Government
mprove the operations of NH state government.” The departments represented by the Commissioners’ Group include the following: Adjutant General, AdminiHow to Measure Customer SatisfactionIn New Hampshire state GovernmentDivision of Personnel Department of Administrative Services January 20091Customer How to Measure Customer Satisfaction in New Hampshire State Government& Human Sendees, Information Technology, Insurance, Justice, Labor, Liquor Commission. Lottery Commission. Public Utilities Commission, Resources & Economic Development, Revenue, Safety, Transportation, and Treasury.2Tabic of ContentsTitlePageIntroduction5Desired Results5Creating a Culture of Servic How to Measure Customer Satisfaction in New Hampshire State Governmente6Customer Service Groups7Communicating Service Standards8Survey Design Considerations9•Systematic Approach11•Determinants of Service Quality12•5 DimeHow to Measure Customer Satisfaction in New Hampshire State Government
nsions of Service Quality Manix12•Sample Survey Questions using Determinants13•Program Effectiveness14•Customer Complaint Management15•Resolving the IHow to Measure Customer SatisfactionIn New Hampshire state GovernmentDivision of Personnel Department of Administrative Services January 20091CustomerHow to Measure Customer SatisfactionIn New Hampshire state GovernmentDivision of Personnel Department of Administrative Services January 20091CustomerGọi ngay
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