THE FOREST SER VIC E ... Becoming a better agency to do business with.

A report to our timber sale customers on how we are

changing our business practices and improving service

United States

Department of 

Agriculture
Survey results told us you are not satisfied

with the way we do business. An “average”

rating for surveys of this type is 5.0. On a

scale of 1 to 7, you rated the Forest Service

between 3.7 and 4.5—below average in

customer satisfaction across the board. 

As timber sale contractors, you are a vital

part of our delivery system to provide environmentally managed resources to the

American people. We’ve enjoyed a close

relationship for a long time. Sustaining an

effective partnership is very important to us.

The business of purchasing timber from

the Forest Service—sale layout, bidding,

contracting, and administration—is very

complex with lots of rules, regulations, and

bureaucracy to contend with. While operationally, we often have little latitude with

laws, budgets, and national policies, we will

make our business processes and internal

management practices more efficient and

customer friendly for you. 

A Customer Focus...

PCG/Pacific Consulting Group

Customer Satisfaction Ratings

Mean Satisfaction Ratings By Arena and For Overall Timber Sales and Contracts Services

Timber 

Preparation

(Question 1H)

Advertising

and Bidding

(Question 2I)

Timber Sale

Contracts

(Question 3I)

Sale

Administration

(Question 4J)

Internal

Management

Practices

(Question 5K)

Service

Delivery

(Question 6H)

Overall

Satisfaction

(Question 7)

Mean satisfaction over all arenas: 4.16 7

6

5

4

3

2

1

3.83 4.40 4.11 4.51 3.70 4.43 3.80

Becoming more customer friendly begins 

by listening to you. The difference between

talking about it and actually doing it is

measured by whether customers see change 

in our actions. 

We began listening to you by convening

focus groups of contractors and purchasers

in Boise, Idaho, and in Warren, Pennsylvania.

A questionnaire was designed from these discussions, with survey questions relating to all

phases of the timber contracting business. To

ensure objectivity, a private sector marketing

consultant conducted the survey on eight

national forests across the country.

1. Timber Preparation. These statements apply to Forest Service Timber Sales and Contracts in the area of

timber preparation

Strongly Strongly

Disagree Agree

a. The Forest Service appraisal process provides an 

accurate value for timber. 1 2 3 4 5 6 7

b. I find the Forest Service’s volume estimates are accurate. 1 2 3 4 5 6 7

c. Sales are sized to provide opportunities for a range of

buyers. 1 2 3 4 5 6 7

d. There are sales provided in the size I can bid for. 1 2 3 4 5 6 7

e. Sale layout provides for access for designated timber. 1 2 3 4 5 6 7

f. Boundaries are marked accurately and consistently. 1 2 3 4 5 6 7

g. Tree marking is easy to see and understand. 1 2 3 4 5 6 7

h. Taking everything into account, I am satisfied with 

Forest Service performance in timber preparation. 1 2 3 4 5 6 7

W e’re Listening

What Y ou T old Us
We’ve got a lot of work to do to improve

your level of satisfaction with us. We know

you want frank answers and real solutions.

Since this survey was completed in March

1997, we have conducted action planning

sessions at each surveyed forest and are

implementing changes Service-wide where

local conditions and opportunities allow.

Here are some of the changes.

W e’re Changing...

Y ou also of fered specific suggestions for improvement:

Improvement Opportunities

PCG/Pacific Consulting Group

311 Comments for Improvement Were Suggested

Suggestions for Improvement

• 75% (236) customers gave comments concerning improving services

• 24% (75) customers had two main points within their suggestions

Better sales management 34%

Good remarks 2%

Better tracking of sales 5%

contract preparation 

Better communication 5%

and cooperation 

Other 6%

More experienced people 10%

18% Better internal management

19% Better prospectus and

bidding process

You told us we need to improve our sales management, so we are

• Inviting industry to workshops to discuss volume determination and cruising

methodology.

• Working with other government agencies to provide a more even flow of timber to

contractors.

• Designing smaller sales.

You told us we need to improve our prospectus and bidding

process, so we are

• Providing more specific information in our sale prospectus.

• Offering you training on completing bid forms.

You told us we should streamline and improve the accuracy of

contract preparation, so we are

• Identifying negotiable elements in the sale contract.

• Including a performance standard for clerks and sales administrators for meeting

deadlines of contract closures.

You told us we need more people with timber sale expertise, 

so we are

• Upgrading and retaining technical personnel, and filling some vacancies.
FS-620a March 1998

You told us we need to improve our financial management

practices, so we are 

• Ensuring timely application of purchaser credits.

• Providing faster acceptance and release of payment units, surety 

bonds, and letters of credit.

You told us you need better communication and faster 

decisions, so we are 

• Ensuring that our personnel use all authorities available to speed up decisions.

• Revising offering schedules to provide more convenience and opportunity to

purchasers.

• Holding regular listening sessions to share information, listen to concerns, and

identify possible changes to improve our business processes and provide better

customer service.

These changes are just the beginning. 

We know that they don’t resolve all of your

problems, but they are a start. Our aim is

to steadily improve our service in ways that

reduce your costs and improve our

capability as partners to get the job done.

This is a continuous process for both of

us, and we’re committed to it.

The U. S. Department of Agriculture (USDA) prohibits discrimination in all its programs and activities on the

basis of race, color, national origin, gender, religion, age, disability, political beliefs, and marital or family status.

(Not all prohibited bases apply to all programs.) Persons with disabilities who require alternative means for

communication of program information (Braille, large print, audiotape, etc.) should contact USDA’s TARGET

Center at 202-720-2600 (voice and TDD).

To file a complaint of discrimination, write USDA, Director, Office of Civil Rights, Room 326-W, Whitten

Building, 14th & Independence Avenue SW, Washington, DC, 20250-9410 or call 202-720-5964 (voice or TDD). 

USDA is an equal opportunity provider and employer.

And We Intend To Keep At It