Franklin County Department of Jobs and Family Services: Customer Service Satisfaction Survey
Thoughtwell developed a series of survey questions for FCDJFS related to the customer service experience of their clients when visitng their Northland office for appointments. Questions sought customer perspectives on arriving, their interaction and treatment during appointments, and their understanding of next steps at the conclusion. The survey was designed online in the client's own Survey Monkey account for their future use and was translated into four languages. After a one month pilot period, Thoughtwell held a training session with FCDJFS staff to review early results, and walk through steps on how to independently manage the survey for future use.