STANDARDIZED WORK - Customer Satisfaction Survey

Date/Version: (11/13/2024 v4) Process Owner: Leadership Team & BDU

Purpose - The Customer Satisfaction Survey will be distributed to any external customer after each interaction with a DCSS team member, which will help the DCSS understand the customer service experience to support our goal of increasing overall customer satisfaction. The Customer Satisfaction Survey will be used for any type of customer contact, including Office Visit/Walk-in, Phone call, Email or the AZ Child Support Portal.

 

Step (1,2,3..)	Process Step (list of the critical process steps)	Dialogue (clear and simple descriptions, appropriate level of detail for the task)
1.	Survey Distribution	The survey will be distributed by all client facing DCSS team members to customers via e-mail. All DCSS team members are required to follow the Email Signature approved and adapted by the DCSS, by using the DES Email Signature Tool The following verbiage will be added prior to the survey link: How am I doing? Please take a moment to answer a few questions, (insert the hyperlink to the appropriate functional area; see box 5 below) ex. How am I doing? Please take a moment to answer a few questions, Compliance Customer Satisfaction Survey After sending the survey to the customer, case managers will enter Activity Code B0710-Customer Satisfaction Survey Sent and document to which party the survey was sent.
2.	Follow up (Survey Report Distribution)	On a monthly basis, the Business Development Unit (BDU) will pull the survey comments from the prior month and send a filtered report entitled (Functional Area) VOC Survey Feedback Report (ex. Compliance VOC Survey Feedback Report) to the Administrator and Program Managers for direct follow up with the customer regarding their experience. Calls will be made by the Regional Manager on surveys that score 60% or below.
3.	Regional Manager Responsibilities for follow up	When the Regional Manager receives the report from the BDU for their area, they will complete the VOC Callback Outcome Google form for each callback made. Are there any outstanding case management actions that need to be taken to resolve the customer’s concerns? (ex. case status update needed, payment status, etc.) If yes, enter Activity Code B0711-Customer Satisfaction Survey Action Requested, narrate the call and identify the action that needs to be taken Task B0712-Customer Satisfaction Survey Action Needed will be created for the assigned case manager to complete the needed action. This task has a 2 business day response time. If there are no outstanding case management actions, the manager will enter the B0714-Survey Feedback Callback Completed and narrate the call.
4.	Case manager responsibilities	Case management action is required when: B0712-Customer Satisfaction Survey Action Needed is populated on the case manager’s worklist (USWT). Please note it has a 2-day response time. Case manager will need to review the details in CAAL B0711-Customer Satisfaction Survey Action Requested and take the action identified in that narrative Once the requested action has been taken the case manager will close out the worklist and narrate the case management actions by entering the CAAL narrative B0713-Customer Satisfaction Survey Action Completed.
5.	Appendix	Surveys by functional area Customer Care Customer Satisfaction Survey Establishment Customer Satisfaction Survey Intergovernmental Customer Satisfaction Survey Compliance Customer Satisfaction Survey

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CHANGE LOG
Change Number	Change Proposed	Updated by?	Change Made? Yes/No	Reason	Date Finalized
example	Change font on all pages to pink	Jane Doe	No	Pink not within approved standard font scheme	4/13/2018
1	Gizmo Template info removed	Courtney Morris	Yes	Gizmo template no longer available	8/03/2023
2	Major changes to the steps	Corinne Bostick, Courtney Morris	Yes	The process has changed	11/13/2024
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