ABSTRACT
In government, customers are called by a variety of names, including "clients" and "consumers." Some have objected to calling those we serve "customers, " somehow feeling that the word is a negative one. Customers are not always just the people who walk in the front door. Factors that are often mentioned as important to customers also include timeliness, consistency and integrity. One problem often faced by a team is that they do not know what customers really want or what is important to them. The customer survey can be the most helpful instrument to give the team an under-standing of what the customer's demands, requirements and standards are. In government, improvements based upon sound surveys pay dividends by increasing satisfaction in areas considered important by the customer. Volumes have been written about customer surveys, proper polling practices, and validity of results. The Division of Vocational Rehabilitation used the following Satisfaction Interview to assess how their customers were feeling about services.
