© Copyright 2003
by the Wyoming Department of Employment, Research & Planning
[Participant Script]
P01N25
Day: (307) 555-5555 Message# (if avail): Emergency:
My name is (interviewer) with the Wyoming Department of Employment, Research & Planning. I would like to speak to Ms./Mr. JOE SMITH.
I’m calling you about the phone survey mentioned on the response card you recently returned. We are conducting a customer satisfaction survey for the Employment Resources Division about the services you received. The questionnaire is voluntary and should take no longer than 10 minutes to complete. Do you have any questions before I begin?
First, I want to know your overall
experience with the services. I will
read to you three statements and ask you to rate your experience.
1) Utilizing a scale of 1 to 10 where “1” means “Very Dissatisfied” and “10” means “Very Satisfied” what is your overall satisfaction with the service(s) provided from your local employment center?
Very Dissatisfied Very Satisfied
1 2 3 4 5 6 7 8 9 10 DK REF
2) Considering all of the expectations you may have had about the services, to what extent have the service(s) met your expectations? “1” now means “Falls Short of Your Expectations” and “10” means “Exceeds Your Expectations.”
Falls Short of Expectations Exceeds Expectations
1 2 3 4 5 6 7 8 9 10 DK REF
3) Now think of the ideal service(s) for people in your circumstances. How well do you think the service(s) you received compare with the ideal service(s)? “1” now means “Not Very Close to Ideal” and “10” now means “Very Close to the Ideal.”
Not Very Close to Ideal Very Close to Ideal
1 2 3 4 5 6 7 8 9 10 DK REF
4) Finally, based on your experiences in the program, what suggestions would you make to improve the programs and services offered to people?