Jim M. wrapped up the discussion saying it is a good idea to review the purpose of the group and that the GC should review the staff feedback. He suggests moving on with the annual plans during the next 2-3 meetings, deferring the question of the facilitator until GC revisits the purpose of the group. Until then, Ken S. will continue in his role. Guide to action. Discussion ensued regarding how to contact customers to determine satisfaction levels.
Surveyed population needs to be random.
Service Center may be able to help with the survey process. A central place and process in ITS should be considered for the surveys, with the surveys having an ITS-wide orientation with the ability to reflect individual units within the survey. Telecom measures both quantitative and qualitative. Add detail to the annual plans re. Perhaps surveys could be outsourced.