Financial Service Center Customer Satisfaction Survey

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Finance Division
Financial Service Center
Customer Satisfaction Survey
February 2008

The U.S. Census Bureau's Finance Division's Financial Service Center (FSC)
provides customer service to a multitude of external Bureau of the Census
customers. The Customer Assistance Line Liaison Team (CALL) considers you a
valuable client. We are in the process of evaluating the services we provide
you. The feedback you share will help us make informed decisions relative to
service improvements.
Please take five minutes to tell us about your experience with the Customer
Assistance Line Liaison Team and respective client services. Your responses
are voluntary and we ensure your confidentiality under the provisions of Title
13 USC Section 9.
The Office of Management and Budget approval number for this survey is 06070760. Without this number we could not conduct this survey or ask for your
participation. Approval expires November 30, 2010.

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Finance Division
Financial Service Center
Customer Satisfaction Survey
February 2008
Completed

1. What is your area of work?
Accounting
Budget
Technical Support
Administrative Support
Program Area
Other, please specify:

2. Before TODAY, how many times have you accessed and utilized services provided by
the Customer Assistance Line Liaison (CALL) Team in the past 12 months?
Never
Once
2-5 times
6-9 times
10 or more times

3. When you call the CALL Team for assistance, how often does a customer
representative answer the phone (i.e, versus an answering device)?
All calls are answered by a service representative
Most calls are answered by a service representative
Some calls are answered by a service representative
None of the calls are answered by a service representative

4. Please help us assess the TIMELINESS OF RESPONSES provided by the CALL Team
representatives. Please indicate your level of agreement with the following
statements:
Strongly
Agree

I always receive PROMPT REPLIES, even when my
calls are initially routed to an answering machine
My questions are always ANSWERED QUICKLY
AND COMPLETELY
Invoice payments are always PROCESSED IN A
TIMELY MANNER (i.e. within 30 days)
I am VERY SATISFIED with the response I receive
to my e-mails

Agree

Strongly
Neutral Disagree Disagree

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Finance Division
Financial Service Center
Customer Satisfaction Survey
February 2008
Completed

5. On average, how long does it take to resolve inquiries submitted to a Customer
Assistance Line Liaison (CALL) Team representative?
1-5 Business days
6-10 Business days
11-15 Business days
15-20 Business days
Greater than 20 Business days

6. Please assess the LEVEL OF SERVICE you received from our CALL Team
representatives by indicating your level of agreement with the following statements:
Strongly
Agree

Agree

Strongly
Neutral Disagree Disagree

I always receive COURTEOUS AND PROFESSIONAL
SERVICE from a CALL Team representative
I am treated with RESPECT AND FAIRNESS by
CALL Team representatives
The CALL Team representatives are PLEASANT,
FRIENDLY, AND WILLING to help
7. Please communicate your LEVEL OF SATISFACTION with select areas of the CALL
Team.
Very
Satisfied

How satisfied are you with the TIME
REQUIRED TO PERFORM YOUR
REQUESTED SERVICE AND RENDER A
SOLUTION?
How satisfied are you with the
RESOLUTION you received to your
requests?
How satisfied are you with the EASE
OF OBTAINING SERVICE from the
customer service representatives?

Satisfied

Neutral

Very
Dissatisfied Dissatisfied

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Finance Division
Financial Service Center
Customer Satisfaction Survey
February 2008

8. Has the level of customer service you received from the CALL Team improved in the
past year?
Yes

No

9. Would you recommend our services to others?
Yes

No

10. What improvements would you like us to consider?

11. Please share comments relative to customer service practices you feel we execute
well and thus to reinforce with our staff.

12. Overall, how satisfied are you with the Customer Assistance Line Liaison (CALL)
Team?
Very Satisfied

Satisfied

Neutral

Dissatisfied

Very Dissatisfied

Again, your responses are important to us. If you would like to allow the
Finance Division support staff to follow up with you regarding your responses,
please provide us with the following information.
Name
Organization
Telephone Number
E-mail Address

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Finance Division
Financial Service Center
Customer Satisfaction Survey
February 2008

Your opinions are greatly appreciated. Thank you for participating.