Form 035-20260 A1 035-20260 A1 OSEOD Customer Touch Survey

OSEOD Customer Touch Survey - 2018

Office of Strategic Employee and Organization Development (OSEOD)

2018 Customer Touch Survey

Rev 10/2/18

• Survey to be administered via the web. Items in BOLD will not be seen by the respondents.

• Questionnaire section headers and question numbers will not appear in the web survey.

• Question numbers will not appear on screen.

• Lines of business (4) logos to appear on introduction page.

Survey Introduction

OFFICE OF STRATEGIC EMPLOYEE AND ORGANIZATIONAL DEVELOPMENT (OSEOD)

OSEOD is committed to continuous performance and quality improvement and our four lines of business along with Business Operations strive to meet all of your learning and development needs.  We are requesting feedback on your recent experience with one of the lines of business listed below.  

• DOI University

• Federal Consulting Group (FCG)

• DOI Learn

• National Indian Programs Training Center

• Business Operations

The survey is hosted via a secure server and your responses will remain anonymous.  Thank you in advance for completing this short survey.  Please click on the “Next” button below to begin.

SCREENING/DEMOGRAPHIC QUESTIONS

DEM1. Please select the line of business that you had the most recent contact with at the OSEOD.

1. DOI University

2. Federal Consulting Group (FCG)

3. DOI Learn

4. National Indian Program Training Center

5. Business Operations

DEM2. (Drop down based on selections in DEM1) Please select the individual with whom you had the most recent contact with at the Office of Strategic Employee and Organization Development (OSEOD).

Business Operations
Patricia Buel	[email protected]
Shae Locke	[email protected]
Eric Sanders	[email protected]
Michelle Dalton	[email protected]
Martin Pursley	[email protected]
DOI University
Sonia Stines Dereoncourt	[email protected]
April Gonzalez	[email protected]
David Sanchez	[email protected]
Gordon Bryant	[email protected]
Christina Moore	[email protected]
Mary Jo Catalano	[email protected]
Michelle Dalton	[email protected]
Martin Pursley	[email protected]
Pamela Stovall	[email protected]
Ross Allan	[email protected]
Shari Hanscomb	[email protected]
Robert Goldston	[email protected]
LaTanya Anderson	[email protected]
Jennifer Martinez	[email protected]
Josh Marshall	[email protected]
Federal Consulting Group
Jessica Reed	[email protected]
Lucy Adams	[email protected]
Shaunell Ford	[email protected]
Theresa Spriggs	[email protected]
Keerror Colquitt	[email protected]
Wanda Smith	[email protected]
Rafael Williams	[email protected]
Fei Cheng	[email protected]
Susan Haskew	[email protected]
Ricardo Eley	[email protected]
Sonia Stines Derenoncourt	[email protected]

National Indian Programs Training Center
April Gonzalez	[email protected]
David Sanchez	[email protected]
Robert Goldston	[email protected]
Jennifer Martinez	[email protected]
DOI Learn
Patricia Houghton	[email protected]

DEM2.1 In your most recent customer service experience, how did you contact OSEOD?

1. In person

2. E-mail

3. Telephone

4. Website

DEM3. What was the nature of your contact?

1. DOIU courses/schedule

2. Customized learning solutions

3. DOI Learn support

4. SESCDP

5. Acquisition courses

6. Supervisory/leadership courses

7. Coaching

8. Consulting

9. Performance Measurement

10. Business Operations

11. Other (please specify) ____________

INTERACTION ASSESSMENT

1.1. How long did it take you to reach an OSEOD staff member?

1. I was taken care of immediately

2. 3-5 minutes

3. 1-2 hours

4. Several hours

5. The next business day

6. Several days

7. A week or more

8. I was not able to reach anyone (Skip to 2.1)

Please think about your most recent interaction with the OSEOD staff member. On a scale from 1 to 10, where 1 is Poor and 10 is Excellent, please rate the staff member on the following:

1.2 Knowledge

1.3 Patience

1.4 Listening skills

1.5 Friendliness

1.6 Responsiveness

1.7 Courteousness

1.8 Time it took to handle your inquiry/request

1.9. Which of the following best describes the outcome of your contact?

1. Provided me a good solution

2. Provided good options from which to choose

3. Provided unclear answers

4. Provided me the wrong information

5. Could not solve the problem/issue

6. Other (please specify) ________

1.9.1 (Line of business to appear based on DEM1) Please consider all of your experiences you have had with OSEOD.  Using a 10-point scale on which 1 means Very Dissatisfied and 10 means Very Satisfied, how satisfied are you with the following line of business?

• DOI University

• Federal Consulting Group (FCG)

• DOI Learn

• National Indian Programs Training Center

• Business Operations 

ADDITIONAL

2.1. Please share any other comments with us about your experience with OSEOD.

2.2. If you would like to have an OSEOD staff member contact you, please provide the following:

1. Name

2. Email or

3. Phone

Thank you for your time. The Office of Strategic Employee and Organization Development appreciates your input.

______________________________________________________________________________

1/20/21Questionnaire – Page 12