SATISFACTION SURVEY OF SERVICE REQUESTS IN THE CENTRAL MASSACHUSETTS MOSQUITO CONTROL PROJECT SERVICE AREA – 2007

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 requested a survey of resident who requested service in 2007 to determine if our staff was meeting acceptable levels of customer satisfaction. This is the same survey that was done in 2005. After compiling these results, we find that a majority of residents in our service area were satisfied with our control efforts and methods, which mirrors our results from 2005.

SURVEY METHODOLOGY

In 2007 we received 10,294 requests for service, ranging from adulticiding to larval control. 6,507 adulticiding calls were filtered (multiples removed) and placed into a separate database. Service calls were sorted according to town, and each town was tabulated for total requests received in 2007. These towns were then graphed to show which towns had the most calls. 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 6,507 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. This study uses the same methodology as the 2005 resident survey.

SURVEY FINDINGS

From 1,000 postcards mailed, 222 responses were received (22.2%). The results are as follows:

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

*3 through neighbors, 1 through fax, 1 saw the truck, 1 other

	Number	Percent
Telephone	136	62%
Website	74	34%
In person	4	2%
Other*	6	2%
Total	220	100%

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

	Number	Percent
Yes	139	98%
No	3	2%
Total	142	100%

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

	Number	Percent
Yes	22	16%
No	120	84%
Total	142	100%

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

	Number	Percent
Yes	92	98%
No	2	2%
Total	94	100%

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

NOTE: 84% within a week or less

	Number	Percent
1-3 days	68	31%
3-5 days	49	22%
1 week	67	31%
2 weeks+	35	16%
Total	219	100%

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

	Number	Percent
Yes	202	93%
No	15	7%
Total	217	100%

7). When you received service, did our field representative appear knowledgeable and competent about his/her profession?

	Number	Percent
Yes	192	91%
No	20	9%
Total	212	100%

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

	Number	Percent
Yes	191	91%
No	19	9%
Total	210	100%

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

	Number	Percent
Yes	98	45%
No	122	55%
Total	220	100%

10). Did you find this information useful?

	Number	Percent
Yes	94	57%
No	4	2%
Did not receive	68	41%
Total	166	100%

11). Did you request service more than once in 2007?

	Number	Percent
Yes	71	32%
No	150	68%
Total	221	100%

12). 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	66	75%
Insufficient	22	25%
Total	88	100%

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

	Number	Percent
Yes	210	96%
No	8	4%
Total	218	100%

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

	Number	Percent
Better	189	88%
Worse	1	<1%
No Effect	25	12%
Total	215	100%

15). 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	15	8%
3-5 days	21	12%
1 week	35	19%
2 weeks+	110	61%
Total	181	100%

NOTE: 80% experienced at least a week of relief, over 1/2 report more than 2 weeks of relief

16). 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	162	79%
Too Low	39	19%
Too High	4	2%
Total	205	100%

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

	Number	Percent
June	63	29%
July	89	41%
August	27	12%
1+	40	18%
Total	219	100%

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

	Number	Percent
Yes	204	93%
No	16	7%
Total	220	100%

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

	Number	Percent
Yes	213	98%
No	4	2%
Total	217	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	719 points from 830	4.3 average from 5
The information on our website is easily available and helpful	741 points from 845	4.4 average from 5
The response time for service is reasonable	951 points out of 1,075	4.4 average from 5
Our field staff that responded is knowledgeable and competent	889 points out of 1,005	4.4 average from 5
The service provided was effective	883 points out of 1,075	4.1 average from 5
This service is reasonable compared to the cost	934 points out of 1,030	4.5 average from 5
Please rate your overall satisfaction with the service received in 2005	909 points out of 1,030	4.4 average from 5
Total satisfaction rating: 6,025 points out of 6,890 possible – 4.37 average

CONCLUSION

Overall satisfaction was 93%, and 98% would use our services again in the future. One weakness identified in this study is that only 45% of the residents polled recalled receiving our written information. The importance of public education and outreach will be stressed to all CMMCP personnel in 2008. We will also continue to explore options regarding our phone system, and push the website as a viable solution for sending and receiving service requests.

OVERALL SATISFACTION – WERE YOU HAPPY W/SERVICE?

DO YOU PLAN TO USE OUR SERVICES AGAIN IN THE FUTURE?