Customer Service Research
DNR Customer Satisfaction

Overview

The agency's Strategic Implementation Plan sets goals for customer satisfaction and for response times for customers' concerns, questions, and complaints. This study begins the work of measuring customer satisfaction. It examines the encounters between the DNR and those entities that are subject to air, water, and waste regulations.

Methods

A mix of in-depth personal interviews, focus groups, and mail questionnaires will be used. In addition, we will draw on earlier studies of "regulatory satisfaction" conducted by the agency.

Status

This project is currently in the planning stage. We anticipate having preliminary qualitative and quantitative results available 2002-2003.

For more information in this topic please contact:
Ed Nelson (608)266-8910, or
Jordan Petchenik (608)266-8523