Adjustment to Blindness Customer Satisfaction Survey Results
Background - Adjustment to Blindness Customer Satisfaction Results A number of years ago State Services for the Blind (SSB) embarked on a process to measure customer satisfaction with Adjustment to Blindness (ATB) training. The process developed by the team of SSB staff, Community Rehabilitation Programs (CRPs) and individual vendors used a system of Pre- and Post- testing instruments. The process was later reviewed and it was determined that the instrument was not providing the information necessary to accurately measure customer satisfaction of ATB training providers. The process was suspended and after soliciting input from staff, CRPs and individual vendors, a new survey instrument and process was developed in a collaborative effort involving SSB and the Vendor Outcomes and Measures Committee of the State Rehabilitation Council for the Blind (SRC-B). It was determined that numerical data would be posted on SSB’s website on CRPs and individual vendors for whom at least 5 survey responses were completed, and for whom there was a 70% response rate. Surveying began in April of 2006 by a Department of Employment and Economic Development (DEED) staff member. Since August of 2007, SSB has engaged the Strategic Research Group (SRG), an independent and impartial survey company, to interview ATB customers. Surveys are conducted with customers receiving services from CRPs and individual vendors six months after receiving them, or at closure, whichever comes first. The interviews are done over the phone during daytime and evening hours and on weekends. SSB completes a new report every six months for posting on its website. For the current reporting period of April 2007 to March 2008, 255 SSB customers were selected as having completed ATB training with a response rate of 86%. It is intended that this report will provide SSB customers with information in making an informed choice when choosing ATB vendors. Additionally, this report will provide information to CRPs and Individual Vendors that they can use to make changes or improve upon their services. The SRC-B and SSB will continue to review the ATB customer satisfaction survey data from SRG on a quarterly basis. This report will be published on a semi-annual basis. Please notify SSB if you would like a print copy or an alternative format. Thank you for your continued support. We hope this information will be helpful to consumers, those assisting them in making decisions, and service providers. Charles E. Hamilton, Director
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