MSD Calibrations Customer Satisfaction Report Card Supporting Statement

NIST Measurement Services Division (MSD)

Calibration Services

Customer Satisfaction Report Card

Contact: Dr. Robert L. Watters Jr. NIST, Material Measurement Laboratory, Measurement Services Division, 100 Bureau Drive, Stop 2320, Gaithersburg, MD 20899-2320 Tel: 301 975 4122 E-mail: [email protected]

1. Explain who will be surveyed and why the group is appropriate to survey.

As part of the NIST Balanced Scorecard effort, Measurement Services Division, working with the NIST Laboratories, will survey purchasers of Calibrations services. A NIST Customer Satisfaction Report Card has been included with each device after a calibration has been performed by NIST. By surveying the purchasers of NIST Calibrations services, MSD and the NIST Laboratories have been obtaining feedback on how to improve the product and its delivery and how to better meet the customer’s needs with regard to Calibrations services in the future.

2. Explain how the survey was developed including consultation with interested parties, pretesting and responses to suggestions for improvement.

Questions for this survey were developed based upon previous customer satisfaction surveys that had been used within the NIST Measurement Services Division, a survey design template created by NIST Technology Services (TS), and the customer satisfaction “report card” recommended by the NIST Customer and Stakeholders Relations Council. Survey templates on questions given to the NIST Laboratories on MSD services were also used. Use of the template has improved the quality, completeness, consistency and actionability of customer survey data collected throughout NIST, and ensures that NIST satisfaction surveys include standard questions that can be used to monitor performance at the group, division, and NIST levels. The “report card” instrument was developed by NIST on the basis of similar instruments used by a two-time Baldrige National Quality Award winner. All feedback is forwarded to Laboratory Managers and Technical Contacts. Indeed, this survey is an integral part of the NIST Quality System and is used in numerous Division Quarterly Quality Reports. Questions on SRD, SRM and Calibrations have been harmonized so it is easier to see a cross-cutting of data and improvement needs.

3. Explain how the survey will be conducted, how customers will be sampled if fewer than all customers will be surveyed, expected response rate, and actions your agency plans to take to improve the response rate.

 A report card will be sent with each device after a calibrations service has been performed by NIST. NIST laboratory employees will be placing a report card in with each different device calibrated. Automated report cards are also linked on the Calibrations website.

 The report card should take about five minutes to complete (Both online and in paper form), even if written comments are included.

 Paper report cards will be self-mailers and will require no postage.

 Report cards will be returned to the MSD Quality Group where they will be collected, tabulated and analyzed. Online responses are reviwed by key representatives at the program level, forwarded to Division Technical contacts and Quality managers. All data is included in Division AQuarterly Quality Reports. This system is integral in all Quarterly Quality Reports throughout NIST.

Expected Response Rate:

We are expecting an 80% response rate (paper and online)

Proposed Actions to Improve Response Rate:

The report card will be a self mailer included with each different device calibrated. The report card will be packaged with the device and mailed first-class which has been shown to increase the response rate of mail surveys. It is believed that continued use of this type of packaging will facilitate a good response rate. Additionally, the report card format is simple and in a style that makes it look smaller and easier to complete, thus encouraging the customer to complete and return the report card. Online surveys are also extremely easy and quick to fill out since the user often returns to the Calibrations website for various reasons.

4. Describe how the results of the survey will be analyzed and used to generalize the results to the entire customer population.

 The MSD Quality Team will collect, tabulate, and analyze the report cards returned from Calibrations services customers.

 Summary reports, along with copies of all returned report cards, are sent to each Division and NIST Operating Unit (OU) and the appropriate Quality Manager and Technical Contact.

 Report cards with “fair” or “poor” marks in any category will be copied immediately to the Division. This is done even if the mark refers to MSD transactions.

 Summaries appropriate to completing the NIST Balanced Score Card will be prepared as needed by both MSD and OUs/Divisions.