SATISFACTION SURVEY OF SERVICE REQUESTS IN THE CENTRAL MASSACHUSETTS MOSQUITO CONTROL PROJECT SERVICE AREA – 2005

 

TIMOTHY D. DESCHAMPS, Executive Director

Central Mass. Mosquito Control Project

111 Otis Street Northborough, Massachusetts 01532

 

ABSTRACT

 

Residents of our service area request service from the menu of services offered to them by CMMCP. Requests for adulticiding (spraying) and larval control are the most common forms of service requests we receive. We accepts request for service through a variety of means, primarily by telephone, but increasing more by the online service request form from the CMMCP website. Additional methods include personal visits to our office, phone calls on behalf of residents from town and/or state officials, and direct requests to our field staff. The CMMCP Commission authorized a survey of resident who requested service in 2005 to determine if our staff was meeting acceptable levels of customer satisfaction. After compiling these results, we find that a majority of residents in our service area were satisfied with our control efforts and methods.

 

 

SURVEY METHODOLOGY

 

In 2005 we received 7,086 requests for service, ranging from adulticiding to larval control. 5,712 adulticiding calls were filtered and placed into a separate database. Service calls were sorted according to town, and each town was tabulated for total requests received in 2005. These towns were then graphed to show which towns had the most calls down to the towns with the fewest. Each town was assigned a percentage according to this data. This percentage would determine the number of postcards sent to each town from the overall total. The CMMCP Commission decided that 1,000 postcards would be a representative sample of the 5,712 service calls. The survey was designed to be as easy as possible for residents to access and complete. An online survey was created, and the postcards would include unique identifiers that the residents would use. The postcards contained a blind weblink to the survey so that unauthorized users would not be able to participate in the survey. Information such as how they contacted us, were the office and field staff helpful and informative, how long did they wait for service, was the service provided effective, and their overall satisfaction was measured.

 

 

SURVEY FINDINGS

 

From 1,000 postcards mailed, 244 responses were received (24.4%). The results are as follows:

 

1). In your most recent experience, how did you contact the Central Mass. Mosquito Control Project?

 

 

 

Number

Percent

Telephone

191

81%

Website

38

16%

In person

3

1%

Other*

5

2%

Total

237

100%

 

 

 

 

 

 

 

*4 through town offices, 1 through a neighbor

 

 

 

2). If by telephone or in person at the CMMCP office, were your questions or concerns answered to your satisfaction?

 

 

Number

Percent

Yes

192

99.5%

No

1

0.5%

Total

193

100%

 

 

 

3). If by telephone, did you experience difficulty reaching our staff?

 

 

Number

Percent

Yes

19

9.9%

No

172

90.1%

Total

191

100%

 

 

 

4). If through the website or e-mail, did you find the information you needed in a satisfactory manner?

 

 

Number

Percent

Yes

51

98.1%

No

1

1.9%

Total

52

100%

 

 

 

 

5). Please give the approximate time you waited for service from your initial request:

 

 

 

Number

Percent

1-3 days

74

31.4%

3-5 days

60

25.4%

1 week

72

30.5%

2 weeks+

30

12.7%

Total

236

100%

 

NOTE: 87.3% within a week or less

 

 

6). Did you find our response from your initial request to when you received service within a reasonable amount of time?

 

 

Number

Percent

Yes

223

95.5%

No

13

5.5%

Total

236

100%

 

 

 

 

7). Were your questions and concerns answered by the Technician to your satisfaction?

 

 

Number

Percent

Yes

204

95.8%

No

9

4.2%

Total

213

100%

 

 

 

 

8). Did you receive any written information (pamphlets, etc.) from our representative?

 

 

Number

Percent

Yes

138

40%

No

192

60%

Total

330

100%

 

 

 

 

9). Did you find this information useful?

 

 

Number

Percent

Yes

80

95%

No

4

5%

Total

84

100%

 

 

 

 

10). Did you request service more than once in 2005?

 

 

Number

Percent

Yes

91

38.2%

No

147

61.8%

Total

238

100%

 

 

 

11). If you requested additional service in 2005, was it because the original application was insufficient to meet your needs, or for a later re-treatment or follow up?

 

 

Number

Percent

Re-treatment

87

79.8%

Insufficient

22

20.2%

Total

109

100%

 

 

 

12). Would you/did you recommend our service to others in the future?

 

 

 

Number

Percent

Yes

230

98.3%

No

4

1.7%

Total

234

100%

 

 

 

13). In your opinion, did our application made your area better, worse, or had no effect?

 

 

Number

Percent

Better

205

87.6%

Worse

0

0%

No Effect

29

12.4%

Total

234

100%

 

 

 

14). If you think your area improved, can you give an approximate length of time you experienced relief from mosquito annoyance?

 

 

 

Number

Percent

1-2 days

30

15.3%

3-5 days

34

17.4%

1 week

40

20.4%

2 weeks+

92

46.9%

Total

196

100%

 

NOTE: 2/3 of residents polled reported relief of 1 week or greater, nearly 1/2 report more than 2 weeks of relief

 

 

15). On average, our services cost $2.00 – $4.00 per person each year (withheld from local aid rec’d from the State). In your opinion, is this amount too high, too low, or sufficient?

 

 

Number

Percent

Sufficient

189

80.4%

Too Low

41

17.5%

Too High

5

2.1%

Total

235

100%

 

 

 

16). In which month or months do you recall receiving service?

 

 

 

Number

Percent

1+

55

24.3%

August

24

10.6%

July

67

29.7%

June

80

35.4%

Total

226

100%

 

 

 

 

17). Overall, are you happy with the service provided this year by CMMCP?

 

 

Number

Percent

Yes

211

90.9%

No

21

9.1%

Total

232

100%

 

 

 

18). Do you plan on using our service again in the future?

 

 

Number

Percent

Yes

228

98.3%

No

4

1.7%

Total

232

100%

 

 

 

Please rate our performance for 2005 from 0 to 5, where 5 is the best rating, 0 is the worst rating:

 

 

QUESTION

POINTS

AVERAGE

The information you received over the phone was informative & helpful

851 points from 1,010

4.2 average from 5

The information on our website is easily available and helpful

604 points from 745

4.0 average from 5 

The response time for service is reasonable

992 points out of 1,145

4.3 average from 5

Our field staff that responded is knowledgeable and competent

939 points out of 1,070

4.3 average from 5

The service provided was effective

888 points out of 1,135

3.9 average from 5

This service is reasonable compared to the cost

995 points out of 1,120

4.4 average from 5

Please rate your overall satisfaction with the service received in 2005

975 points out of 1,140

4.2 average from 5

 

Total satisfaction rating: 6,244 points out of 7,365 possible – 4.23 average

 

 

CONCLUSION

 

Overall satisfaction was 90.9% to 9.1%, and 98% would use our services again in the future. One weakness identified in this study is that only 40% of the residents polled recalled receiving our written information. The importance of public education and outreach will be stressed to all CMMCP personnel in 2006.