Customer Satisfaction Surveys

IPS has conducted biennial Customer Satisfaction Surveys since 1995. Each survey asks customers to evaluate our performance in five key areas: quality, level of effort, knowledge, timeliness, and usefulness.

The total survey results are posted on the Intranet. The highlights include:

69.7% of customers rated the quality of our service as excellent (compared to good, fair or poor).

59.2% rated the level of effort as extraordinary (compared to reasonable, minimal and none).

72.5% rated our personnel as very knowledgeable (compared to knowledgeable, somewhat knowledgeable or not knowledgeable).

52.2% rated the timeliness of the response as excellent (compared to good, fair or poor).

74.7% rated the usefulness of the information as a very decisive factor (compared to somewhat useful and not useful).

In addition to these five questions, each agency can ask its own relevant questions and we collect a series of demographic information that helps us segment our customers. With 16 years of trend data, we have plenty of information to help us improve.

Congratulations to all the staff who contribute to these great results. Keep up the outstanding work!