Forum Call: Government Customer Satisfaction Tool
|Date:||Thursday, November 15, 2012|
Craig Lafond & Achaia Walton, HHS
NOTE: Large files will take more time to download.
- Presentation slides: Federal Content Manager's Monthly Forum Call (PDF, 190 KB, 10 slides, November 2012)
- Transcript: Forum Call: Government Customer Satisfaction Tool (MS Word, 69.5 KB, 12 pages, November 2012)
Are you collecting customer feedback on your website? Are you asking questions that will tell you what you need to know to deliver a great customer experience? Digital Government Strategy milestone 8.2 requires all federal agencies to implement a customer satisfaction tool by January 22, 2013.
Agencies must collect and report on customer satisfaction metrics including overall experience, completion of task, likelihood to return and recommend. If your website doesn't have a way to measure customer satisfaction, or the tool you're using doesn't meet the requirements, this event it for you!
Please join HHS's Kaya Walton and Craig Lafond as they demo a customer satisfaction tool which HHS developed and plans to share with federal agencies.
What You'll Learn
You will learn:
- How HHS is using their customer satisfaction tool
- What they're measuring, and why
- How you can customize the tool for your agency
- When and how you can get the code
About the Presenters
Craig Lafond is Deputy Director of the Web Communications Division at the Department of Health and Human Services where he manages Operations. He has been an IT Specialist, Computer Programmer/Analyst for more than 20 years working at HHS, the National Cancer Institute and the US Army.
Achaia Walton is a Web analyst at the Office of the Secretary for the Department of Health and Human Services. Prior to working at HHS, she was the Demographic Directorate Internet Team Lead at the U.S. Census Bureau and a digital strategist in the private sector.