Customer Satisfaction Toolkit - January 2023 (rev. December 2022) - Survey Guidelines

Sep 19, 2026

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Customer Satisfaction Toolkit for the Los Angeles County Department of Public Health Quality Improvement & Accreditation Program defines the purpose, goals, and operational framework for an annual customer satisfaction survey initiative. It details objectives for 2023, key definitions for customers, customer satisfaction, customer experience components, and expectations and outcomes. It also provides survey guidelines covering who to survey, question selection using DPH templates, survey methods, frequency and duration, and evaluation responsibilities for results compilation and action planning.

LanguageEnglish

CategoryForms

FormatPDF

Pages10

Reading Time4 min

AccessFree to download

Background & Rationale

Goals and Objectives

Definitions

Customer Satisfaction Survey Guidelines

WHO TO SURVEY

DETERMINE SURVEY QUESTIONS

DETERMINE SURVEY METHODS

DETERMINE FREQUENCY AND DURATION

EVALUATE RESULTS

Los Angeles County Department of Public Health Quality Improvement & Accreditation Program Customer Satisfaction Toolkit January 2023 (rev. December 2022) Contents Background & Rationale .........................................................................................................................................3 Goals and Objectives ..............................................................................................................................................3 Definitions ..............................................................................................................................................................4 Customer Satisfaction Survey Guidelines ...............................................................................................................5 Customer Satisfaction Survey Templates ...............................................................................................................6 Customer Satisfaction Action Plan Worksheet.......................................................................................................9 Customer Satisfaction Survey Analysis Template………………………………………………………………………………………….10 Background & Rationale Having a routine mechanism to gather customer feedback and make changes accordingly has several functions: • It is a key part of quality and performance improvement, providing a way to address customers’ expectations and improve their experiences with our Department. • It fulfills a Public Health Accreditation Board requirement (Domain 9: Quality Improvement) • It addresses an objective in the Los Angeles County’s Strategic Plan 2016-2021 Many DPH programs currently collect customer feedback, but there are opportunities to ensure that this feedback is routinely gathered and used to improve our services. To build on existing efforts and improve coordination within the Department, the Quality Improvement and Accreditation Program (QIAP) is renewing a Departmentwide Customer Satisfaction Initiative. QIAP will request that all programs conduct a customer satisfaction survey at least once a year, surveying one group of customers. Turning Point Performance Management System Goals and Objectives The goal of the Customer Satisfaction Initiative: to improve overall and program-level customer satisfaction with DPH programs and services. For 2023, there are 3 objectives: Objective 1: By February 10th, 2023, all DPH programs will fill out a customer satisfaction action plan and planto survey their main customer group. Objective 2: By March 31st, 2023, all DPH programs will conduct a customer satisfaction survey, using DPH’s core questions & analyze their customer satisfaction survey data. Objective 3: All DPH programs will develop a Quality Improvement project to address customer satisfaction results if needed. Definitions CUSTOMERS: The individuals, or group, who receive or use the program’s services and/or resources. This includes individuals or groups that are external to or internal within the organization. (Measuring Customer Satisfaction, ASTHO) Types of customers | External customers | | --- | | •Members of the public or groups, agencies, or organizations outside of DPH who receive services from DPH's program(s) .
•Example: members of the public coming to Vital Records for birth or death certificates | | Internal Customers | | --- | | •Internal customers are DPH staff who receive the program’s services.
•Example: DPH staff participating in workforce development trainings are customers of Organizational Development and Training (ODT) | | Partners/ Stakeholders | | --- | | •Agencies and organizations that work with DPH as
partners and stakeholders towards public health issues.
•Example: Coalition members working with DPHon a public health issue | CUSTOMER SATISFACTION: A personal assessment affected by an overall customer experience based on customer servi

FAQs

What is the purpose of the Customer Satisfaction Initiative?

The initiative aims to improve overall and program-level customer satisfaction with DPH programs and services by establishing a routine mechanism to collect feedback and make changes accordingly.

Who should be surveyed under the guidelines?

Programs should select one group of customers to survey, preferably their main customer group so it can be surveyed annually.

How should survey questions and methods be determined?

Programs should choose one of the three DPH survey templates based on the customer group, tailor it with response options and any needed program-specific questions, and select an appropriate survey method such as electronic survey, on-site paper, phone, or mail.

Sep 19, 2026

Upload by Aurora