ACSI Survey Result for CSBG and LIHEAP
LOW-INCOME HOME ENERGY
Dear Colleague Letter
U.S. Department of Health and Human Services
Date: February 11, 2013
TO: LOW INCOME HOME ENERGY ASSISTANCE PROGRAM (LIHEAP) GRANTEES
SUBJECT: ACSI Survey Result for CSBG and LIHEAP
As part of our on-going effort to assess and improve our performance, the Office of Community Services (OCS), in 2012, embarked on a new effort to measure your satisfaction with the services we provide through the Community Services Block Grant (CSBG) and the Low Income Home Energy Assistance Program (LIHEAP).
The CFI Group used a nationally recognized tool - the American Customer Survey Index (ACSI) – to measure how satisfied you are with OCS’ performance. We wanted to inform you that, this week, ACSI published the aggregated Customer Satisfaction Index score for OCS on their website: http://www.theacsi.org/acsi-results/acsi-benchmarks-for-us-federal-go.... With an aggregate score of 65 - near the Federal average - OCS has room to improve and is committed to doing so. Let us assure you that OCS is looking closely at the survey results and will use the information to craft specific activities to improve customer service delivery in 2013.
Thank you again for your participation in this survey and for the helpful feedback you provided. We know that our success depends on your success, and we look forward to our continued shared work to ensure the success of low-income individuals and families across the country.
Jeannie L. Chaffin