Description of Information-Gathering Techniques to Measure Customer Satisfaction

Appendix E: Description of Information-Gathering Techniques to Measure Customer Satisfaction

Surveys of Customer Satisfaction:

Regular School Year Survey - This survey instrument is mailed to parents of students who are enrolled during the regular school year, to the local districts referring those students to TSBVI and to those students attending the regular school year program who are cognitively capable of completing the survey. Surveys are mailed near the time of each student's annual ARD (admission, review and dismissal) meeting and consists of a rating scale on which respondents indicate their degree of satisfaction with the student's progress in identified areas and also provide comments. In the past, respondents have also been asked to rate their overall satisfaction with the services and personnel of TSBVI.

Surveys are returned to TSBVI generally from November through May. Data are compiled during the summer months and reported in the Annual Performance Report following the fourth quarter of the fiscal year. The response rate is generally good; in the 1998-99 school year survey, of 123 students who were part of the survey, approximately 62% of local districts, 33% of parents and 39% of students returned their completed surveys.

Transitioned Student Survey - This survey is mailed to parents and to the local districts of students who have transitioned from TSBVI back to the local district. The survey is mailed in the school year following the transition, after the student has been enrolled in the local program for at least six months. Respondents are asked to rate their satisfaction with TSBVI's transition services, with the student's current success in his/her local school district, with the degree to which TSBVI addressed the student's reason for referral to the School, and whether follow-up services are needed by TSBVI's Outreach Department. In the past, respondents have also been asked to rate their overall satisfaction with the services and personnel of TSBVI.

Transitioned student surveys are generally returned to TSBVI in the spring. Data are compiled during the summer months and reported in the Annual Performance Report following the fourth quarter of the fiscal year. The number of surveys mailed out each year is low. In the spring of 1999, surveys were mailed out for 22 students who transitioned in the 1997-98 school year. Of these 22 students transitioned, 8 local districts (36%) and 6 parents (27%) responded to the survey. Because of the low number of survey participants, percentages related to satisfaction can be greatly skewed by the answers given by one respondent.

Summer School Program Survey - A survey to measure satisfaction with students' experiences during TSBVI's summer programs is mailed each August to parents and local school districts whose students were enrolled in the programs. The survey consists of a rating instrument on which the respondent describes the benefits he or she expected to receive from the program, and then rates his/her satisfaction with the degree to which he or she received those benefits. Respondents also rate their overall satisfaction with the summer school experience, and their satisfaction with the services and personnel of TSBVI. A comment section is provided to make suggestions for changes and to provide any other comments or explanations. Lastly, respondents are asked to state whether the summer school application was easy to complete, whether communications with staff were helpful and satisfactory, whether programs offered reflected the needs of students, whether the program assignment was satisfactory, and whether the summer school progress report was satisfactory.

Surveys are generally returned in the fall and data is compiled throughout the school year and reported in the Annual Performance Report after the fourth quarter of the fiscal year. Of the 291 students who attended the summer programs in 1999, 115 of their local districts (40%) and 89 of parents (31%) responded to the survey.

Graduate Survey - The graduate survey is mailed during the summer to each student who has graduated from TSBVI in the previous five years. The surveys are mailed to any known prior address of the student, including parents' home(s). The student, parents, or other caretaker are asked to provide information about the graduate's current living conditions, including housing, employment, enrollment in post-secondary education or training, volunteer work, and other activities in the community. Respondents are also asked to provide comments about how TSBVI prepared the student for the life he or she is living and for any other comments about the School's past services to the student. Respondents have also been asked to rate their satisfaction with the services and personnel of TSBVI.

Surveys are generally returned to TSBVI during the summer. The response rate to the written survey is very low, usually only 5 or 6 are returned. A telephone survey is initiated later in the summer to contact graduates who did not respond to the written survey and is far more successful. In the survey conducted in the summer of 1999, of the 50 students who the School attempted to contact who graduated from the 1993-94 school year through the 1997-98 school year, 43 students, parents and/or caregivers were located, i.e. an 86% response rate.

Short-Term Program Survey - A new survey will be conducted in fiscal year 2001 regarding customer satisfaction with students' experiences in short-term programs that are offered during the regular school year. These programs were initiated in the winter of 2000.

Outreach Workshop Survey - A survey is distributed to all participants at the conclusion of every workshop presented by Outreach staff. Participants are asked to rate their acquisition of new knowledge and skills as a result of the training sessions, satisfaction with the presenter, and satisfaction with the services of TSBVI's Outreach Programs.

Outreach On-Site Visit Survey - The on-site survey is mailed to school districts after the School's Outreach staff has conducted training or consultation at the local level. Respondents are asked to evaluate the usefulness of the information provided by the Outreach consultant, whether there has been a positive change for the student as a result of the consultation, and to describe the positive change. Participants are asked to rate their acquisition of new knowledge and skills as a result of the on-site visit, satisfaction with the consultant and satisfaction with the services of TSBVI's Outreach Programs.

Outreach Technology Loan Program Survey - This survey is conducted every spring with local schools that have used technology loan equipment provided by TSBVI. Respondents are asked to rate their satisfaction with the application and loan process, and with the services and personnel of TSBVI. The number of surveys sent out is low, approximately 60 in the spring of 2000, with an approximate 30% response rate.

American Printing House for the Blind (APH) Instructional Materials Center Survey - The School operates a statewide instructional materials center that provides APH supplies for visually impaired students through local school districts and Education Service Centers (ESCs). Instructional materials are shipped from Austin or directly from the APH center in Kentucky. A written survey is sent to local districts and ESCs each summer to determine whether materials were provided in a timely manner, were complete, and were in good working order. Some of the items in the survey relate to the quality of the items and services provided by the APH, and these survey items are forwarded to the APH Center in Kentucky. Approximately 600 surveys were mailed in 1999 with an approximate 58% response rate.

See/Hear Newsletter Survey - A written survey is included in the summer edition of the "See/Hear" Newsletter that is co-produced by TSBVI and the Texas Department of Assistive and Rehabilitative Services (formerly known as Texas Commision for the Blind) . "See/Hear" is mailed to parents and professionals in Texas and is also available on TSBVI's web site. This survey asks for satisfaction ratings with the year's articles and for suggestions for future topics.

One problem noted with survey instruments is that some respondents invert the rating scale when designating scores. Currently, the lowest score (very unsatisfactory) is denoted as the number "1" on the scale and the highest rating (outstanding) is associated with the number "5". Occasionally, respondents mark a score as a "1" and then provide very positive comments about the School that do not support the rating. It appears that the number "1" is sometimes denoted by respondents as the highest rating that can be given. Beginning in 1999-2000, respondents are being contacted by telephone to clarify the correct rating when comments included in the survey are inconsistent with the ratings.

Percent of Customer Satisfaction with Statutory Customer Service Quality Elements :

Classroom Safety, Attractiveness, Accessibility:
91 % satisfied or above, 73% very satisfied or above

Dorm safety, Attractiveness, Accessibility
91% satisfied or above, 45% very satisfied or above

Staff Knowledge, Professionalism, Courtesy:
77% satisfied or above, 69% very satisfied or above

Timeliness of Receipt of Student Information:
77% satisfied or above, 54% very satisfied or above

Quality of Student Information
71% satisfied or above, 36% very satisfied or above

Timeliness of Receipt of School Information:
86% satisfied or above, 50% very satisfied or above

Quality of School Information:
86% satisfied or above, 64% very satisfied or above

Quality of Internet Site:
100% satisfied or above, 63% very satisfied or above

Timeliness and Handling of Complaints: (total 3)
33% satisfied or above, 0% very satisfied or above

Customer Satisfaction Graph, details explained in text

*Reflects results of 14 transition survey respondents.These new survey categories will be added to other surveys sent out throughout the year.

Percent of Customers Satisfied with the Services and Personnel of TSBVI

1998-99 School Year Program:
Parents - 94.44% satisfied (83.33% very satisfied)
Local Districts - 98.63% satisfied (90.41% very satisfied)
Students - 95.24% satisfied (80.95% very satisfied)
1999 Summer Programs:
Parents - 96.59% satisfied (84.09% very satisfied)
Local Districts - 99.13% satisfied (90.43% very satisfied)
Students Transitioned to Districts in 1997-98:
Parents - 100% satisfied (66.67% very satisfied)
Local Districts - 100% satisfied (75% very satisfied)
1994-98 Graduates of TSBVI:
Parents' or Students' Responses - 97.56% satisfied (82.93% very satisfied)
1998-99 Outreach Services: Parents' or Professionals' Responses - (only 19 responses)
94.74% satisfied (94.74% very satisfied)

Overall Customer Satisfaction with the Services and Personnel of TSBVI:
97.54% satisfied
86.73% very satisfied

Analysis of Findings Regarding Surveys

TSBVI has been assessing customer satisfaction for the last several years in the areas of programs and services, student progress, learning and experience, and with the personnel of the School. The School uses a rating scale from 1-5 with 3 denoted as "satisfactory" as the method for calculating the average number of satisfied customers in each program area. Generally, the rate of satisfaction has been very high, resulting in the Legislative Budget Board recommending that, for many of the surveys, the School instead report the percent of customers who rate the School's services and personnel as "very satisfactory" or above. More information on these performance measures can be found in the External/Internal Assessment section on self-evaluation.

The School has recently initiated surveys of customer satisfaction that include the new statutory customer service quality elements (i.e., facilities, staff, communications, Internet sites, complaint-handling processes, service timeliness, and printed information). These new quality elements will be incorporated into the surveys as they are sent out. At this time, only one survey has been completed that included the new statutory customer service quality elements. The statistically insignificant number of responses does not permit a valid analysis at this point, but there are indications that customers are most satisfied with classroom safety, attractiveness and accessibility; staff knowledge, professionalism and courtesy; the quality of information about the School's services and programs; and the School's Internet site.

Texas School for the Blind and Visually Impaired's
Compact with Texans

Description of Services Offered:

Texas School for the Blind and Visually Impaired (TSBVI) provides, upon request of a local educational agency, a free, appropriate public education for visually impaired children and youth, including those with additional disabilities, when an educational program is needed that is appropriate to their current unique needs.
The School conducts supplemental programs, such as short-term and summer programs, based upon the recommendations from sources throughout the State regarding the nature of those programs and students to be served.
TSBVI provides statewide services to parents of students with visual impairments; school districts; regional education service centers; and other agencies including providing training; consultation and technical assistance; and develops and disseminates reference materials including materials in the areas of curriculum, instructional methodology, and educational technology.
The School provides information related to library resources, adapted materials, current research, technology resources, and teaching, assessment, and transition of students with visual impairments.
TSBVI operates programs for lending educational and technological materials to school districts and regional education service centers.
The Outreach Program facilitates the preparation of teachers for visually impaired students by providing assistance to colleges and universities as well as alternative teacher preparation programs.
TSBVI cooperates with public and private agencies and organizations serving students and other persons with visual impairments in the planning, development, and implementation of effective educational and rehabilitative service delivery systems.

WHO ARE OUR CUSTOMERS?

The Texas School for the Blind and Visually Impaired defines its customers as Local Education Agencies (LEAs), parents and guardians, students with visual impairments, and Education Service Centers (ESCs) from throughout the state of Texas. Each of these populations has a unique relationship with TSBVI, but, in considering our compact with our customers, we find that all groups have common rights. To all of our customers, we pledge our services as follows:

You have the right to:

mutual planning with TSBVI to assure the development of programs at TSBVI that are responsive to individual student needs.
a clear description of services offered by TSBVI.
prompt response to requests for service or information.
timeliness in the referral process for regular year programs:
- response to inquiry within 3 business days.
- completed LEA application for admission to placement decision within 30 days.
- notification regarding TSBVI decision on placement within 5 days of decision.
being a partner in program planning for individual students.
an individually designed curriculum for every student that addresses assessed needs.
flexibility to adjust services to meet the individual needs of all customers.
residential facilities for students that are safe, healthy, and home-like.
a well-kept, attractive and accessible campus that provides an environment that promotes learning.
the participation of TSBVI staff in district-led meetings to develop each student's IEP.
visiting TSBVI at mutually convenient times.
participation in all transition plans and actions.
assistance from TSBVI in transition back to local schools.
on-site technical assistance available for all visually impaired students attending local schools.
special short-term programs in the summer and during the academic year.
receive written reports of students' progress on a timely basis at the end of each reporting period.
receive notice of and provide written consent for evaluation of your child.
provide feedback and suggestions for improvement concerning the School and its services through written surveys.
prompt and equitable resolution of complaints in accordance with TSBVI policies.
prompt and thorough investigation and resolution of allegations of student abuse, neglect or exploitation.
an environment in which dignity is honored, diversity is celebrated, and self-esteem is strengthened.

For Information About TSBVI Programs and Services:

The School is located in central Austin at 1100 W. 45th Street. You may contact the School by calling (512) 454-8631 or by fax at (512) 206-9450. A toll-free number on which you may leave messages can be reached by dialing 1-800-TSB-KARE. Individuals who are hard-of-hearing may reach the School through its TDD line at (512) 206-9451.
Information on TSBVI programs, services and staff may be found at the School's Internet Web site: www.tsbvi.edu.
Information on referrals, admission and the School's instructional and residential programs and services may also be obtained by calling the School's Admissions Director, Catherine Olsen, at (512) 206-9182.
Information on Outreach programs throughout the State may be obtained by calling Cyral Miller, Outreach Director, at (512) 206-9242.

To Express Concerns About TSBVI Programs or Services, You May Contact TSBVI's Customer Service Representative:

Susan Houghtling
(512) 206-9233 (office)
(512) 206-9453 (fax)
houghtling_s@tsbvi.edu (e-mail)

Customer-related Performance Measures

Outcome Measures: FY 2000 Projection:

Percent of TSBVI customers rating as satisfactory or above the safety, attractiveness, accessibility, and how well classrooms are equipped to promote learning. 90%;
Percent of TSBVI customers rating as satisfactory or above the safety, attractiveness, accessibility, and furnishings of the dormitories to promote learning. 80%;
Percent of TSBVI customers rating as satisfactory or above the knowledge, professionalism, and courteousness of TSBVI staff.; 90%
Percent of TSBVI customers rating as satisfactory or above the timeliness of receipt of student information. 80%;
Percent of TSBVI customers rating as satisfactory or above the informativeness and understandability of student information.; 80%;
Percent of TSBVI customers rating as satisfactory or above the timeliness of receipt of information about the School's programs and services. 85%
Percent of TSBVI customers rating as satisfactory or above the informativeness and understandability of information about the School's programs and services. 85%
Percent of TSBVI customers rating as satisfactory or above the information found in TSBVI's internet site. 95%;
Percent of TSBVI complainants rating as satisfactory or above the timeliness and handling of their complaint. 70%
Percent of Surveyed Customer Respondents Identifying Ways to Improve Service Delivery. 20%

[Note: The "Percentage of Surveyed Customer Respondents Expressing Overall Satisfaction with Services Received" is measured by the School in several specific surveys described earlier in this appendix .]

Customer-related Output, Efficiency, and Explanatory Measures

Output Measures: FY 2000 Projection

Number of Customers Surveyed (number of surveys received) 1,334

Number of Customers Served: 8,979:

Students - direct 452
Students - indirect 6,150
LEAs with VI students:
--direct:225
--indirect:478
ESCs: 20
Parents of students-direct: 790 (est.)
Parents of students-indirect unknown
VI and O & M teachers 617
Teachers-in-training 245
University teacher prep programs 2

Efficiency Measures: FY 2000 Projection

Cost per Customer Surveyed (includes mail-out expenses & time of staff) $8.36

Explanatory Measures:FY 2000 Projection

Number of Statewide Customers Identified: 19,794

6,602 VI school-age students (0-22 years)
703 LEAs w/VI students registered
11,550 parents(est.)
20 ESCs
617 VI and O & M teachers
55 Braillists
245 Teachers-in-training
2 University teacher preparation programs

Number of Customer Groups Inventoried: 7 (LEAs, ESCs, VI and O/M teachers, students, Braillists, teachers-in-training, and university teacher preparation programs.)

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Last Revision: July 30, 2002

Appendix E: Description of Information-Gathering Techniques to Measure Customer Satisfaction

Percent of Customer Satisfaction with Statutory Customer Service Quality Elements :

Percent of Customers Satisfied with the Services and Personnel of TSBVI

Texas School for the Blind and Visually Impaired's Compact with Texans

Description of Services Offered:

Efficiency Measures: FY 2000 Projection

Explanatory Measures:FY 2000 Projection

Texas School for the Blind and Visually Impaired's
Compact with Texans