State of Michigan, Department of Technology, Management and Budget: 2017 Customer Satisfaction Survey 

05-10-2018 09:47

Survey objectives

The Department of Technology, Management and Budget (DTMB) 2017 Customer Satisfaction Survey is an important part of DTMB’s
strategic plan. The results and actions taken from this survey help ensure that DTMB is a customer-focused agency with a customer focused

The survey was first administered in 2015 and again in 2017. This second cycle builds on the baseline findings identified in 2015,
highlights current strengths, and identifies areas where further focus is needed to make improvements related to goal setting, change
management, and performance metrics across key service areas.

Specific objectives for the 2017 survey are:

  • Measure customer perceptions of DTMB as an organization as well as for specific DTMB service areas, assessing service quality and ability to meet the needs of customers
  • Identify where progress has been made since the 2015 customer satisfaction survey and key areas of strength
  • Determine areas where customers indicate the greatest need for change and improvement; use that information to accelerate corrective actions
  • Identify and evaluate agency-specific customer satisfaction levels
  • Determine follow-up actions to increase customer satisfaction and support the goals of DTMB at the department and service area levels
  • Validate customers opinions and ensure that their views have been heard and acted upon


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05-10-2018 10:14

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