287 National Weather Service 2010 Customer Satisfaction Survey results

Monday, 24 January 2011
Washington State Convention Center
Douglas Young, NOAA/NWS/Office of Climate, Water, & Weather Services, Silver Spring, MD; and A. Horvitz, S. Romano, and A. P. Noel

In 2009, the National Weather Service (NWS) Office of Climate, Water, and Weather Services (OCWWS) determined customer satisfaction surveys were necessary for a variety of reasons. These include the following: establishing a customer satisfaction link with user expectations and desired outcomes; setting a baseline for customer satisfaction and measuring progress; benchmarking against the best organizations in business and government; validating existing services; prioritizing new requirements; discovering areas for improving quality of service provided; and raising trust in the NWS and the federal sector.

The NWS contracted with the Claes Fornell International (CFI) Group, experts in the science of customer satisfaction using the American Customer Satisfaction Index (ACSI) methodology, to assist in the development and implementation of a Web-based NWS survey for users of NWS products and services.

The survey was conducted from June 28 through July 19, 2010 and received over 15,500 responses to questions covering the following primary areas: Hazardous Services; Routine Climate, Water and Weather Services; Decision Support Services; Dissemination Services; Outreach and Weather Education; Aviation Weather Services; Marine and Coastal Weather Services; and Routine Forecast and Hazardous Weather Services. This presentation will highlight survey findings, compare results with other weather-related surveys, share the NWS ACSI score, and offer preliminary conclusions.

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