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?