Agent Performance and Customer Satisfaction
Introduction
Given the importance of ensuring program relevance, quality, and impacts, as well as the use of customer satisfaction surveys in accountability, understanding the relationship that exists between employee performance and customer satisfaction is critical to identifying how well an organization is fulfilling its mission. Thus, Cooperative Extension must deliver relevant, high-quality programs that, in turn, help improve the lives of clients (Ladewig, 1999).
In Florida, these attributes (relevance, quality, and impact) are measured, in part, using a statewide customer satisfaction survey. The survey includes questions about clients' experience with quality of service, short-term outcomes, and overall satisfaction with Extension. The survey was initiated in 1988 in response to the Florida Board of Regents' recommendation that Florida Cooperative Extension survey their clients to assess the quality of services delivered to the......
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Approximate Word Count: 2891
Approximate Pages: 12 (260 words per double-spaced page) |