© Copyright 2003 by the Wyoming Department of Employment, Research & Planning

Is Satisfaction a Useful Evaluation Tool?

by:  Douglas W. Leonard, Research Analyst

WIA program participants may be satisfied with the services provided, but fail to show wage increases or job stability after training. Conversely, participants may express dissatisfaction with WIA services, but still experience increases in wages or job stability as a result of training. Our collection of customer satisfaction data sets the stage for examining customer satisfaction as an evaluation tool. R&P will conduct analyses that show whether satisfaction with training is correlated with outcomes such as increased wages. If no correlation exists, more direct measures of outcomes such as Wage Records analysis could be used. This type of evaluation may prove a less expensive, less invasive means of tracking training program outcomes.

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