Background

The WorkForce Center System contracts with an outside survey vendor, the Strategic Research Group (SRG) of Columbus, Ohio, to ensure neutrality in interviewing and independence in reporting. SRG reports quarterly and year-to-date results at the end of February, May, August, and November.

To better understand these reports and how to use them, view the PowerPoint presentation, Guide to MN WorkForce Center System Job Seeker Satisfaction Survey.

Each report includes summaries of response categories and codes to the open-ended questions that make it easier to spot services customers feel were most useful and areas they think are most in need of improvement.

Selection Criteria

Criteria used to select survey respondents are given in the table below. Random samples of participants within each group are generated monthly. All customers must have an address and a phone number to be eligible for the survey and they must not have been selected for the survey within the previous 12 months (compare to used customer file).

Program

Criteria to be eligible for survey

Approx. # System wide surveyed/year

Core Services (including Veterans) [CRS]

Customers who attended 1 (or more) system-wide seminar (ServiceCatID in (3, 6, 9, 11, 15, 23, 24, 25, 26, and 27) within the previous month (MeetingAttendance) AND/OR used/logged-in to a computer 3 or more times within a 30-day period and 1 or more of those sessions was within the previous month (UserSession). Customers who used more than 1 WFC are assigned to WFC where they received their most recent service.

2,439

WIA Title IB Adults [WF1]

Customers who exited in the last month. (WorkForce One [WF1] has application and has an individual outcome with exitdate within the previous month, excluding customers with exit reasons 14, 31, 32, 71, 79, or 80.)

85

WIA Title IB Youth and MN Youth [WF1]

Customers who exited in the last month. (WF1 has application and has an individual outcome with exitdate within the previous month, excluding customers with exit reasons 14, 31, 32, 71, 79, or 80.)

487

WIA Title IB and State Dislocated Worker [WF1]

Customers who exited in the last month. (WF1 has application and has an individual outcome with exitdate within the previous month, excluding customers with exit reasons 14, 31, 32, 71, 79, or 80.) [Incumbent Workers (IW) and TAA are included; National Emergency Grant (NEG) is excluded].

2,400 (expanded)

Vocational Rehabilitation [WF1]

Customers in application status '4' (enrolled) who have had an activity status of '136' (plan completed or initiated) for the current program sequence. Plus closures with an ExitDate within the past 60 days with a PrimeExitReason of '1' (achieved an employment outcome) or closures with an activity status of '136' (plan completed or initiated) for the most recent program sequence. However, customers with a PrimeExitReason of 14, 42, or 54 are excluded. [In the RSCurrentStatusID field, each record is listed as OP (open) or CL (closed).]

3,200 (expanded)

State Services for the Blind (SSB) [WF1]

All SSB WFD customers that have a plan started (Services Implemented) and customers who had a plan started who were closed within the past 90 days regardless of the closure reason. However, customers with a PrimeExitReason of 14, 42, or 54 are excluded. [In the SSBCurrentStatusID field, each record is listed as OP (open) or CL (closed).]

262

Minnesota Family Investment Program (MFIP) [WF1]

Customers who exited in the last month. (WF1 has application and has an individual outcome with exitdate within the previous month, excluding customers with exit reasons 14, 31, 32, 33, 71, 79, or 80.)

376

 

Measuring Satisfaction

The Minnesota WorkForce Center System primarily uses two indices to express customer satisfaction with its services: the Minnesota Customer Satisfaction Index (MnCSI) and the American Customer Satisfaction Index (ACSI).

Minnesota Customer Satisfaction Index (MnCSI)
The WorkForce Center System uses MnCSI to report program and regional scores. This index may be applied to compare results over time or to compare results between similar groups. MnCSI averages the responses to the first three questions on the survey:

  • What is your overall satisfaction with the services?
  • To what extent have the services met your expectations?
  • How well did the services you received compare with the ideal set of services?

The responses to these questions use a scale of 1 to 10 where 1 is lowest (least satisfied, etc.) and 10 is highest (most satisfied, etc.). Together, these generate a single number, the MnCSI, which varies from 0 to 100 (see formula below). A score of 0 means the customer gave the lowest possible response (1) to all three questions, while a score of 100 represents the highest possible response (10) to all three questions. A score of 70 roughly translates into an average customer response of 7 on two questions and 8 on the third.

The WorkForce Center System uses this because an index made up of responses to two or more questions that ask about the same idea--total satisfaction in this instance--is more stable than simply looking at the responses to a single question. For example, an index is less affected when a customer misunderstands one question.

American Customer Satisfaction Index (ACSI)
The American Customer Satisfaction Index (ACSI), in wide use in the private sector, is very similar to the MnCSI. ACSI was developed by and is the proprietary property of the University of Michigan Business School and the Claes Fornell International Group. The index uses responses to three questions about satisfaction, answered on 1 to 10 scales (these are the same questions used for MnCSI). Answers to the three questions plug into a weighted formula to produce the ACSI score. The three questions are in the public domain and open to use by anyone, as is the general formula for combining them into an index. However, the particular weighting of the questions is based on industry and location and is available only with a license purchased from the University of Michigan Business School.

The WorkForce Center System may use ACSI to report an employer satisfaction score and an aggregated job seeker score (Wagner-Peyser programs - Core Services and Veterans - plus customers of other groups interviewed as part of the same survey).

Use the table below to compare the current 12-month Job Seeker or Employer Satisfaction Survey score to scores (highs and lows in each category) of other organizations that report their customer ACSI. Or see the ACSI website for a more complete listing of industries and organizations.

Reporting period

Industry

ACSI

2010 2nd Quarter

ACSI National Score (38 industries in 9 sectors of the economy)

75.9

2010 2nd Quarter

Parcel Delivery Express Mail
Federal Express Corporation
U.S. Postal Service Package & Express


85
77

2010 2nd Quarter

Airlines - Scheduled
Southwest Airlines Corporation
US Airways Group, Inc.
Delta Air Lines


79
62
62