WIA focus on specific populations and services could drive services and change the way local agencies do things, in unintended ways. For example, agencies would look best by focusing on customers with low prior earnings. Need follow-up on dissatisfied customers, to find out why. Should provide technical assistance to WIBs to help design useful information for local continuous improvement. Questions and methods need to be pre-tested before putting them in the field.
Focus groups are effective way of gathering customer feedback.
State, WIB or local agencies. Has both methodological and workload implications. These studies can include classical experimental-control research designs. Evaluation studies are a valuable additional tool to supplement satisfaction and outcome measures. Time-series analyses, to measure changes over time, may be useful.