The NWS Climate Services Satisfaction Survey: What decisions do you make based on NWS climate products and services?

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Monday, 18 January 2010
Michelle D. Hawkins, NOAA/NWS, Silver Spring, MD; and J. C. Meyers and M. Timofeyeva

NOAA's National Weather Service (NWS) is committed to meeting the needs of its climate customers. In May 2009 the NWS Climate Services Division conducted a Climate Services Satisfaction (CSS) Survey to identify user satisfaction with NWS climate products and services. The survey was lead by Claes Fornell International (CFI) Group, an independent consulting group that developed the American Customer Satisfaction Index to measure customer satisfaction with current products and services and to gain insight on areas for improvement. Customer satisfaction is a strong driver of users' confidence in NWS climate products and services, and the likelihood they will make decisions based on those products and services. An overview of the survey results will be discussed with a particular focus on products and services used for decision support. The CSS Survey will lead to a better understanding of the (1) NWS climate customer base, (2) user requirements for improving existing and identifying new climate products and services, and (3) the needs of decision makers to enhance their ability to cope with and adapt to climate variability and change.