# Presentation: 726284

## NWS Wind Chill Customer Satisfaction Results:Media Personnel JAG/TI MeetingNovember 6, 2003

## Snapshot of the American Customer Satisfaction Index (ACSI)

- The #1 national economic indicator of customer satisfaction
- Compiled by the National Quality Research Centerat University of Michigan Since 1994 usingmethodology licensed from CFI Group
- Measures 30 industries, 180+ organizations  covering 75% of the U.S. economy
- Over 70 U.S. Federal Government agencies have used ACSI to measure more than 120 programs/services
- Advanced methodology quantifiably measures and links satisfaction levels to performance and prioritizes actions for improvement
- Results from all surveys are published quarterly in *The Wall Street Journal*

## Project Background

**Target segment:** Media personnel, including television and radio broadcasters and print and web reporters.
**Customers contacted: **The National Weather Service provided CFI Group with lists of media contacts, which was supplemented by a list of American Meteorological Society seal holders. CFI Group and the National Weather Service asked the trade associations to assist in publicizing the survey through their printed publications and e-mail bulletins. The link to the survey website was distributed by NWS and the cooperating trade associations.
**Survey method: **The survey was conducted online and hosted on CFI Group’s secure server.
**Response totals:** The online survey accepted responses from June 3 through June 30, 2003.  CFI Group collected a total of 529 completed interviews.

## Who Are the Media Respondents?

**Roughly half of all respondents (49%) have an AMS seal**
**For formal training:****28% have no formal training****24% have some formal training****48% have a Bachelor’s Degree or higher**

## NWS Media PersonnelCustomer Satisfaction Results

- How satisfied are you overall with the products and services provided by the National Weather Service?
- To what extent have the products and services provided by the National Weather Service fallen short of or exceeded your expectations?
- How well does the National Weather Service compare with an ideal provider of weather products and services?
- These questions are similar to the questions used in all ACSI and CFI customer satisfaction studies.
- This score is 6 points higher than the 2002 American Customer Satisfaction Index for the Federal Government overall (70).

- NWS Media PersonnelCustomer Satisfaction Results

- The **Customer Satisfaction Index** score for NWS Media Personnel is...

- 76

***NWS Media Personnel***

## CSI Comparison across Government Agencies

**Customer Satisfaction Index (CSI) scores are based on three questions:****    *****•  Overall satisfaction with products and services******    •  Products and services compared to expectations******    •  Products and services compared to ideal ***

## Frequencies of Survey Questions

**Do you use the NWS Wind Chill Temperature index?**
**447 Responses**

**Notes:**
Media Survey

## Frequencies of Survey Questions

**Were you aware that the NWS Wind Chill Temperature Index had been updated?**

**Notes:**
Media Survey

## Frequencies of Survey Questions

- Using a scale of 1 to 10, where 1 means not at all useful and 10 means very useful, please rate the **accuracy of the updated NWS Wind Chill Temperature Index compared to the previous index.**

**Notes:**
Media Survey

## Frequencies of Survey Questions

- Using a scale of 1 to 10, where 1 means not at all useful and 10 means very useful, please rate the **usefulness of the updated Wind Chill Temperature Index in depicting the impact of wind and cold.**

**Notes:**
Media Survey

## Frequencies of Survey Questions

- Using a scale of 1 to 10, where 1 means not at all useful and 10 means very useful, please rate the **usefulness of the updated Wind Chill Temperature Index in helping you communicate the impact of wind chill to your constituents/your customer base.**

**Notes:**
Media Survey

## Wind Chill Index Mean

**n = 447**

**90% of respondents use the Wind Chill Index, and 87% knew it had been updated.**