| Frequently
Asked Questions
Why is customer
satisfaction important to Extension?
It is important for
at least three reasons.
• Customer
satisfaction is a performance measure periodically reported to the Legislative
Budget Board to help justify the agency’s continued existence.
• It provides
an instructor with valuable feedback concerning an Extension activity: how participants
viewed the activity and participant background information.
• It provides
an instructor with information and insights for improving future programs.
What type of
educational activities should measure customer satisfaction?
• For output
programs (that don’t measure client change), the standard customer satisfaction form
provides an appropriate and sufficient measure of performance.
• For outcome
programs (that do measure client change), one of the "extended" customer satisfaction can
be used. The extended forms contain the same questions as the standard form but have
an additional section for measuring client change. If one of the extended forms does not meet your needs
for measuring outcomes, then you will need to develop a separate outcome evaluation
instrument on your own.
What counties
are required to participate?
Every two years a new group
of 48 counties (4 per district) plus a few urban counties are randomly selected to participate.
Which counties are currently required to participate?
Counties colored green or pink on this map. The county name is also displayed.
What must
a county do to be considered as having participated?
A county is considered
compliant for the fiscal year if at least one event is evaluated using the
customer satisfaction form within that fiscal year – and the data
are submitted for processing. It would be preferable, however, if each agent
in a selected county submitted a set of customre satisfaction forms.
Can a county
submit data for more than one event?
Yes! A county can
use the customer satisfaction form with any number of events and for
any program area.
Can any
county participate?
Yes! Using the new customer satisfaction form is an excellent way to get
feedback on your event. In FY08, for example, over 70 non-required counties participated in the customer satisfaction program.
Where do I send forms for processing?
Mail your forms along with a completed cover sheet to:
Paul Pope
Extension Organizational Development
148 Scoates Hall
TAMU MS 2116
College Station, TX 77843-2116
Who should
I contact with questions?
For general questions
about the customer satisfaction program, county participation, or policies:
Dr.
Scott Cummings
(979) 847-9388
s-cummings@tamu.edu
For questions about forms, data entry, analysis, or other technical issues:
Paul
Pope
(979) 845-7202
ppope@tamu.edu
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