| 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 event: how participants
viewed the event 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), customer satisfaction
is an appropriate and sufficient measure of performance.
• For outcome
programs (that do measure client change), customer satisfaction can
be used as a complimentary form but is not a sufficient measure of performance.
Why? Because it does not measure client change. A separate evaluation
instrument is required for that.
What counties
are required to participate?
Years ago, a group
of 48 counties were randomly selected to participate each fiscal year.
What must
a county do to be considered as having participated?
A county is considered
compliant for the fiscal year if just one event is evaluated using the
customer satisfaction form within that fiscal year – and the data
are submitted for processing.
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! 48 counties
are required to participate but all other counties can participate too.
Using the new customer satisfaction form is an excellent way to get
feedback on an output event (that is, if you don’t need evidence
of client change).
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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