[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"detail-sidebar-cat-1-en-105":3,"doc-seo-307662-105":53,"doc-detail-307662-en":127},{"code":4,"msg":5,"data":6},0,"success",[7,14,19,24,29,34,39,44,49],{"id":8,"doc_module":9,"doc_module_name":10,"category_name":11,"show_sort_weight":12,"slug":13},11,1,"Template","Presentations",90,"presentations",{"id":15,"doc_module":9,"doc_module_name":10,"category_name":16,"show_sort_weight":17,"slug":18},12,"Resumes",80,"resumes",{"id":20,"doc_module":9,"doc_module_name":10,"category_name":21,"show_sort_weight":22,"slug":23},14,"Invoices",70,"invoices",{"id":25,"doc_module":9,"doc_module_name":10,"category_name":26,"show_sort_weight":27,"slug":28},15,"Posters",60,"posters",{"id":30,"doc_module":9,"doc_module_name":10,"category_name":31,"show_sort_weight":32,"slug":33},16,"Social Media",50,"social-media",{"id":35,"doc_module":9,"doc_module_name":10,"category_name":36,"show_sort_weight":37,"slug":38},17,"Forms",40,"forms",{"id":40,"doc_module":9,"doc_module_name":10,"category_name":41,"show_sort_weight":42,"slug":43},18,"Letters",30,"letters",{"id":45,"doc_module":9,"doc_module_name":10,"category_name":46,"show_sort_weight":47,"slug":48},21,"Paper Templates",5,"papers-templates",{"id":50,"doc_module":9,"doc_module_name":10,"category_name":51,"show_sort_weight":4,"slug":52},158,"General","general-158",{"code":4,"msg":54,"data":55},"ok",{"site_id":56,"language":57,"slug":58,"title":59,"keywords":60,"description":61,"schema_data":62,"social_meta":120,"head_meta":122,"extra_data":124,"updated_unix":126},105,"en","measuring-customer-satisfaction-nine-steps-to-success","Measuring Customer Satisfaction - Nine Steps to Success","","A practical public health toolkit explains how to measure customer satisfaction through a structured nine-step process. It emphasizes planning, identifying customers and stakeholders, setting budgets, designing survey questions and scales, choosing administration methods, piloting instruments, and then analyzing, reporting, and following up on results. The guide supports health departments in documenting systematic customer-feedback collection and analysis for accreditation standards and adapting measurement options to local resource constraints.",{"@graph":63,"@context":119},[64,80,102],{"@type":65,"itemListElement":66},"BreadcrumbList",[67,71,74,77],{"item":68,"name":69,"@type":70,"position":9},"https://docshare.wps.com","Home","ListItem",{"item":72,"name":10,"@type":70,"position":73},"https://docshare.wps.com/template/",2,{"item":75,"name":36,"@type":70,"position":76},"https://docshare.wps.com/template/forms/",3,{"item":78,"name":59,"@type":70,"position":79},"https://docshare.wps.com/template/measuring-customer-satisfaction-nine-steps-to-success/307662/",4,{"url":78,"name":59,"@type":81,"image":82,"author":87,"headline":59,"publisher":90,"fileFormat":93,"inLanguage":57,"description":61,"dateModified":94,"datePublished":95,"encodingFormat":93,"isAccessibleForFree":96,"interactionStatistic":97},"DigitalDocument",{"url":83,"@type":84,"width":85,"height":86},"https://docshare.wps.com/thumbnails/measuring-customer-satisfaction-nine-steps-to-success/307662.png","ImageObject",442,249,{"name":88,"@type":89},"Ivy","Person",{"url":68,"name":91,"@type":92},"DocShare","Organization","application/pdf","2026-10-23","2026-09-19",true,{"@type":98,"interactionType":99,"userInteractionCount":101},"InteractionCounter",{"@type":100},"ViewAction",8,{"@type":103,"mainEntity":104},"FAQPage",[105,111,115],{"name":106,"@type":107,"acceptedAnswer":108},"What is the main goal of measuring customer satisfaction in public health agencies?","Question",{"text":109,"@type":110},"To obtain feedback from customers and stakeholders and use it to improve services by collecting, analyzing, and drawing conclusions from that feedback.","Answer",{"name":112,"@type":107,"acceptedAnswer":113},"Which steps does the toolkit recommend for preparing and using customer satisfaction surveys?",{"text":114,"@type":110},"It follows nine steps: define purpose, identify customers and programs, plan how results will be used, set and manage budget, choose people for implementation, design questions/scales, select administration methods, pilot and revise, then analyze, report, and follow up.",{"name":116,"@type":107,"acceptedAnswer":117},"How does the toolkit help with PHAB accreditation documentation requirements?",{"text":118,"@type":110},"It provides guidance to document a systematic process for assessing customer satisfaction with health department services, including collection and analysis from at least two different types of customers.","https://schema.org",{"og:url":78,"og:type":121,"og:title":59,"og:site_name":91,"og:description":61},"article",{"robots":123,"canonical":78},"index,follow",{"doc_id":125,"site_id":56},307662,1790970088,{"code":4,"msg":5,"data":128},{"doc_id":125,"user_id":129,"nickname":88,"user_avatar":130,"doc_module":9,"category_id":35,"category_name":36,"doc_title":59,"doc_description":61,"doc_content":131,"file_id":132,"file_url":133,"file_type":134,"file_size":135,"view_count":101,"is_deleted":4,"is_public":9,"is_downloadable":9,"audit_status":9,"page_count":136,"language":137,"language_code":57,"site_id":56,"html_lang":57,"table_of_contents":138,"faqs":139,"seo_title":140,"seo_description":61,"update_tm":141,"read_time":25},549758252649,"https://ap-avatar.wpscdn.com/avatar/8000253669c5317157?_k=1778319167496531819","Measuring Customer Satisfaction  \nNine Steps to Success  \nAssociation of State and Territorial Health Officials 2231 Crystal Drive, Suite 450  \nArlington, VA 22202  \n202-371-9090 tel | 202-371-9797 fax  \n[www.astho.org](www.astho.org)  \nThis toolkit was funded through the National Public Health Improvement Initiative (NPHII), under the Office for State, Tribal, Local and Territorial Support (OSTLTS), CDC. The Association of State and Territorial Health Officials (ASTHO) is one of five national partners providing capacity building assistance to NPHII grantees.  \nTable of Contents  \nIntroduction.....................................................................2  \nHow to Use This Guide ............................................................2  \nSurvey Planning and Administrative Checklist .........................................2  \nPlanning and Administration .......................................................3  \nStep 1: Identify the Purpose of the Survey ........................................3  \nStep 2: Select a Program (or Set of Programs) and Identify “Customers” to Be Surveyed...4  \nStep 3: Determine How Results Will Be Used ......................................4  \nStep 4: Determine Your Budget and Plan Within It ..................................5  \nStep 5: Identify People to Include in Survey Planning and Implementation ..............5  \nStep 6: Design the Survey ......................................................6  \nStep 7: Select Survey Administration Methods .....................................8  \nStep 8: Pilot the Survey and Modify Before Full-Scale Roll-Out .......................10  \nStep 9: Analyze the Data, Report, and Follow Up ..................................10  \nConclusion .....................................................................11  \nAppendix A: References ..........................................................12  \nAppendix B: Multi-Purpose Surveys ................................................13  \nAppendix C: Program-Specific Surveys ..............................................19  \nAppendix D: Stakeholder Surveys and Other Means for Input ...........................27  \nMeasuring Customer Satisfaction  \nIntroduction  \nMeasuring satisfaction is a valuable way to obtain feedback from a range of customers and stakeholders to improve services. To underscore its importance, the Public Health Accreditation Board included capturing and analyzing customer feedback as a measure among its standards. To become accredited:  \n[H]ealth departments must document how customer/stakeholder feedback was collected, analyzed, and conclusions drawn from two different types of customers (e.g., vital statistics customers; food establishment operators; individuals receiving immunizations, screenings or other services; partners and contractors; elected officials, etc.) [Standard 9.1.4A]  \nThis toolkit was developed to help public health agencies prepare their own surveys and apply results. It offers measurement options to address local needs within local resource constraints.  \nThe toolkit builds on work undertaken by several states, including Oregon, Washington, New York, New Jersey, Florida, Minnesota, and Michigan. Many individuals interviewed for this project repeated the same lesson learned—think carefully about why you are doing this work and what you want to learn before preparing and distributing surveys. For this reason, although we include several sample surveysin the appendix, we encourage readers to follow the steps we lay out, think critically and creatively about what you want to learn about your services, activities, and customers, and then create the most appropriate survey(s) for your needs.  \nHow to Use This Guide  \nThis toolkit was developed to help public health agencies think through the nine steps to preparing their own surveys and applying results. It offers measurement options to address local needs within local resource constraints. For state and territorial health agencies","cbCaiv5qeaL5PTDF","https://ap.wps.com/l/cbCaiv5qeaL5PTDF","pdf",1040774,44,"English","# Introduction\n## How to Use This Guide\n## Survey Planning and Administrative Checklist\n## Planning and Administration\n## Step 1: Identify the Purpose of the Survey\n## Step 2: Select a Program and Identify Customers\n## Step 3: Determine How Results Will Be Used\n## Step 4: Determine Budget and Plan Within It\n## Step 5: Identify People for Planning and Implementation\n## Step 6: Design the Survey\n## Step 7: Select Survey Administration Methods\n## Step 8: Pilot and Modify Before Full Roll-Out\n## Step 9: Analyze Data, Report, and Follow Up\n## Conclusion\n## Appendix A: References\n## Appendix B: Multi-Purpose Surveys\n## Appendix C: Program-Specific Surveys\n## Appendix D: Stakeholder Surveys and Other Means for Input","[{\"question\":\"What is the main goal of measuring customer satisfaction in public health agencies?\",\"answer\":\"To obtain feedback from customers and stakeholders and use it to improve services by collecting, analyzing, and drawing conclusions from that feedback.\"},{\"question\":\"Which steps does the toolkit recommend for preparing and using customer satisfaction surveys?\",\"answer\":\"It follows nine steps: define purpose, identify customers and programs, plan how results will be used, set and manage budget, choose people for implementation, design questions/scales, select administration methods, pilot and revise, then analyze, report, and follow up.\"},{\"question\":\"How does the toolkit help with PHAB accreditation documentation requirements?\",\"answer\":\"It provides guidance to document a systematic process for assessing customer satisfaction with health department services, including collection and analysis from at least two different types of customers.\"}]","Measuring Customer Satisfaction - Nine Steps to Success | PDF",1789852745]