Customer satisfaction at Wisconsin's One-Stop Job Centers: development and implementation of a customer satisfaction instrument

Abstract

The purpose of this research was to develop and implement a customer satisfaction instrument that examined the satisfaction of walk-in clients using the programs, services, and technical assistance provided by Wisconsin One-Stop Job Centers in Chippewa, Dunn, and Eau Claire counties. Under the Workforce Investment Act of 1998, One-Stop Job Centers are designed to meet the needs of the nation’s employers, job seekers, and those who want to further their careers. Services provided by the Job Centers include information on education and training opportunities, skill assessment, career planning, and labor market information. Other services consist of job search programs, job listings, and tools for resumes and cover letter preparation. The instrument developed and implemented specifically focused on these services and staff assistance available at the One-Stop Job Centers. Results of the study show that the majority of individuals used the Job Centers for job searching purposes. Overall customers tended to be highly satisfied with the Job Center’s programs, services, and staff. The professionalism and approachability of the Job Center’s staff was rated the highest in satisfaction. Rated lowest in satisfaction was the accuracy of the Job Center’s website and available materials meeting the needs of the customers. This research also suggested that to increase overall satisfaction, it is reasonable to focus improvement efforts on the performance attributes relating to the confidence customers feel towards Job Center staff when receiving assistance and fulfilling the needs of the customers. In addition, it was found that the performance dimensions used in the survey showed high reliability and validity overall and is consistent when used across different industries.