- TO:
- ALL COUNTY OFFICES
- FROM:
- ALYSON CAMPBELL, DIRECTOR
- SUBJECT:
- FOOD STAMP CUSTOMER SERVICE SURVEY
DISCUSSION:
The purpose of this memo is to advise staff of the implementation of a new process of evaluating Food Stamp customer service. The new process will be effective April 2013.
Federal regulations state that the Family Support Division (FSD) must have a measurable statewide system to monitor customer service. The purpose of monitoring customer service is for management to evaluate whether there is a trend that requires corrective action and to provide feedback to employees.
The Family Support Division Customer Relations Unit is going to conduct random telephone surveys of customers who have had a Food Stamp interview in the last 30 days.
This survey consists of the following five questions:
- Did our eligibility team member greet you in a courteous and professional manner?
- Did our eligibility team member answer your questions about the Food Stamp Program?
- Were you satisfied with the services you received the day of your interview from the Family Support Division?
- Is there additional information or comments you would like to share regarding the service you received from the Family Support Division?
- Have you had the opportunity to utilize our toll free FSD Information Center number for information regarding your case?
Responses to these surveys will be compiled monthly to determine customer satisfaction with the current level of service. Monthly customer service satisfaction will be tracked to determine trends. Negative statewide trends may result in corrective action to be included in the State of Missouri Corrective Action Plan.
The results of these surveys will be shared with local management to ensure high standards of customer service are maintained by all employees across the State.
NECESSARY ACTION:
- Review this memorandum with appropriate staff.
AC/ji