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1997 customer satisfaction survey report : how do we measure up?

Author: Lori ThurgoodSteven FinkRita BureikaSameena SalvucciA GoldsteinAll authors
Publisher: Washington, DC : U.S. Dept. of Education, Office of Educational Research and Improvement ; Jessup, MD : U.S. Dept. of Education, ED Pubs [distributor], [1999]
Series: Technical report (National Center for Education Statistics)
Edition/Format:   Print book : National government publication : EnglishView all editions and formats
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Genre/Form: Statistics
Additional Physical Format: Online version:
1997 customer satisfaction survey report.
Washington, DC : U.S. Dept. of Education, Office of Educational Research and Improvement ; Jessup, MD : U.S. Dept. of Education, ED Pubs [distributor, 1999]
(OCoLC)760169726
Material Type: Government publication, National government publication
Document Type: Book
All Authors / Contributors: Lori Thurgood; Steven Fink; Rita Bureika; Sameena Salvucci; A Goldstein; National Center for Education Statistics,
OCLC Number: 40920911
Notes: Shipping list no.: 99-0139-P.
"January 1999."
"NCES 1999-451."
Description: 1 volume (various pagings) : illustrations ; 28 cm.
Contents: Foreword --
Acknowledgments --
List of Figures --
List of Tables --
Executive Summary --
Introduction --
Questions About You, Our Customer --
Questions About NCES Publications and Reports --
Questions About NCES Data Files --
Questions About NCES Services --
Question About Benchmark Organizations --
Questions for Non-Users --
Conclusions --
Appendices --
Appendix A. 1997 NCES Customer Satisfaction Survey --
Appendix B. Methodology --
Appendix C. Weighted Number and Percent of Respondents for Selected Survey Items, by Customer Group --
Appendix D. Open-ended Comment Categories --
List of Figures --
A. Percentage distribution of customer groups in target population --
B. Local policymaker affiliation --
C. Users and non-users of NCES products and services, by customer group --
D. Customer groups by use of NCES products and services --
1. Five key points of customer feedback --
2. Percentage distribution of customer groups in target population --
3. Local policymaker affiliation --
4. Frequency with which customers use NCES production or services --
5. Frequency with which customers use NCES products or services, by customer group --
6. Frequency with which local policymakers use NCES products or services, total and by affiliation --
7. Customers' reasons for using NCES data, by frequency of use --
8. Usage of NCES publications and reports in the past 3 years, by customer group --
9. Users' levels of satisfaction with specific NCES statistical compendia, by customer group --
9. Users' levels of satisfaction with specific NCES statistical compendia, by customer group --
10. Users' levels of satisfaction with NCES publications and reports in the longitudinal studies area, by customer group --
11. Reported usefulness of NCES publications and reports, by report format --
12. Comparison of levels of satisfaction vs. importance for aspects of NCES publications and reports --
13. Usage of NCES electronic data files in the past 3 years, by customer group --
14. Users' levels of satisfaction with specific NCES electronic data files. 15. Comparison of levels of satisfaction vs. importance for aspects of NCES electronic data files --
16. Customers who know how to contact NCES, by customer group --
17. Local policymakers who know how to contact NCES, by affiliation --
18. Awareness and usage of specific NCES services --
19. Usage of specific NCES services in the past 3 years, by customer group --
20. Local policymakers' usage of specific NCES services in the past 3 years, by affiliation --
21. Users' levels of satisfaction with specific NCES services --
22. Frequency with which NCES data users obtain education data from other specific organizations --
23. Frequency with which NCES data users obtain education data from State Departments of Education and ASCD, by customer group --
24. Organizations with which NCES data users are most favorably impressed, by customer group --
25. Overall comparison of benchmark organizations with NCES, by aspect and customer group --
26. Comparison of ASCD with NCES, by aspect and customer group (percent responding better) --
27. Comparison of State Departments of Education with NCES, by aspect and customer group (percent responding better) --
28. Usage vs. non-usage of NCES products and services, by customer group --
29. Frequency with which non-users of NCES data obtain education data from other specific organizations --
30. Frequency with which non-users of NCES data obtain education data from State Department of Education and ASCD, by customer group. List of Tables --
1. Means of finding out about NCES products and services, by customer group (percent) --
2. Reason for not using NCES publications and reports in the past 3 years, by customer group (percent) --
3. Users' levels of satisfaction with NCES publications and reports, by program area (percent) --
4. Users very satisfied or satisfied with NCES publications and reports, by customer group and program area (percent) --
5. Users' levels of satisfaction with specific aspects of NCES publications and reports (percent) --
6. Users' ranking of three most important aspects of NCES publications and reports (percent) --
7. Reasons for not using NCES electronic data files in the past 3 years, by customer group (percent) --
8. Percentage of users very satisfied or satisfied with NCES electronic data files and total number of users, by program area --
9. Top three NCES data files used and percentage of users very satisfied or satisfied, by customer group --
10. Users' levels of satisfaction with specific aspects of NCES electronic data files (percent) --
11. Users' ranking of three most important aspects of NCES electronic data files (percent) --
12. Awareness and usage of specific NCES services, by customer group (percent) --
13. Users' levels of satisfaction with specific aspects of NCES services, by customer group (percent) --
14. Usage of education data from organizations other than NCES, by NCES user group (percent). 15. Usage of education data from organizations other than NCES, by NCES non-user group (percent) --
16. Subcategories of customers in 1997 frame --
17. Elementary/secondary local policymaker subgroups --
18. Higher education local policymaker subgroups --
19. Academic researcher subgroups --
20. Data collection mode of completed questionnaires, by stratum --
21. Unweighted response rates for 1997 NCES Customer Satisfaction Survey --
22. Weighted response rates for 1997 NCES Customer Satisfaction Survey --
23. Item response rates for 1997 NCES Customer Satisfaction Survey --
24. Standard error tables for selected estimates (percents) included in this report --
25. Usage of NCES products and services, by customer group --
26. Usage of NCES publications and reports, by customer group --
27. Usage of NCES electronic data files, by customer group --
28. Usage of NCES services, by customer group.
Series Title: Technical report (National Center for Education Statistics)
Other Titles: Customer satisfaction survey report
How do we measure up?
1997 NCES customer satisfaction survey
Responsibility: Lori Thurgood, Steven Fink, Rita Bureika, Julie Scott, Sameena Salvucci, Synectics for Management Decisions, Inc. ; Arnold Goldstein, project officer, National Center for Education Statistics.

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