CMMCP Online Survey

SATISFACTION SURVEY OF SERVICE REQUESTS IN THE CENTRAL MASSACHUSETTS MOSQUITO CONTROL PROJECT SERVICE AREA – 2010

TIMOTHY D. DESCHAMPS, Executive Director

Central Mass. Mosquito Control Project

111 Otis Street Northborough, Massachusetts 01532

ABSTRACT

Member residents request assistance 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 these requests 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 received service in 2010 to determine if our staff was meeting acceptable levels of customer satisfaction. This is the same survey that was done in 2005, 2007, 2008 and 2009. 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 previous years.

SURVEY METHODOLOGY

In 2010 we received 11,117 requests for service, ranging from adulticiding to larval control, a 22.5% decrease in service requests from 2009. 6,593 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 2010. 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 again that 1,500 postcards would be a representative sample of the service calls received this year (this is an increase of 500 over the first 3 surveys but the same as 2009). The survey was designed to be as easy as possible for residents to access and complete. An online survey was created through SurveyMonkey®, 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 all previous resident surveys.

SURVEY FINDINGS

From 1,500 postcards mailed, 264 responses were received (18%). The results are as follows:

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

	Number	Percent
Telephone	151	57.4%
Website	103	39.2%
In person	4	1.5%
Other	5	1.9%
Total	263

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

	Number	Percent
Yes	166	100%
No	0	0%
Total	166

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

	Number	Percent
Yes	18	11.3%
No	141	88.7%
Total	159

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

	Number	Percent
Yes	136	95.1%
No	7	4.9%
Total	143

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

NOTE: 87.6% within a week or less

	Number	Percent
1-3 days	89	34.2%
3-5 days	76	29.2%
1 week	63	24.2%
2 weeks+	32	12.3%
Total	260

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

	Number	Percent
Yes	247	93.9%
No	16	6.1%
Total	263

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

	Number	Percent
Yes	220	93.2%
No	16	6.8%
Total	236

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

	Number	Percent
Yes	215	93.5%
No	15	6.5%
Total	230

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

	Number	Percent
Yes	188	74.3%
No	65	25.7%
Total	253

10). Did you find this information useful?

	Number	Percent
Yes	184	92%
No	16	5%
Total	200

11). Did you request service more than once in 2010?

	Number	Percent
Yes	111	43%
No	147	57%
Total	258

12). If you requested additional service in 2010, was it because the original application was insufficient to meet your needs, or for a later re-treatment or follow up?

	Number	Percent
Retreatment	103	79.8%
Insufficient	26	20.1%
Total	129

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

	Number	Percent
Yes	253	96.9%
No	8	3.1%
Total	261

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

	Number	Percent
Better	235	89.7%
Worse	0	0%
No Effect	27	10.3%
Total	262

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

	Number	Percent
1-3 days	38	16.7%
3-5 days	36	15.8%
1 week	38	16.7%
2 weeks+	116	50.9%
Total	228

NOTE: 2/3 experienced at least a week of relief, nearly 51% 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	199	79.3%
Too Low	45	17.9%
Too High	7	2.8%
Total	251

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

	Number	Percent
May	33	13%
June	70	27.6%
July	63	24.8%
August	15	5.9%
More than 1	73	28.7%
Total	254

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

	Number	Percent
Yes	245	94.2%
No	15	5.8%
Total	260

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

	Number	Percent
Yes	258	98.9%
No	3	1.1%
Total	261

Please rate our performance for 2010 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	982 points from 1,215 (243 respondents)	4.04 average from 5
The information on our website is easily available and helpful	1,017 points from 1,240 (248 respondents)	4.1 average from 5
The response time for service is reasonable	1,073 points out of 1,305 (261 respondents)	4.11 average from 5
Our field staff that responded is knowledgeable and competent	1,134 points out of 1,295 (259 respondents)	4.38 average from 5
The service provided was effective	1,039 points out of 1,305 (261 respondents)	3.98 average from 5
This service is reasonable compared to the cost	1,074 points out of 1,285 (257 respondents)	4.18 average from 5
Please rate your overall satisfaction with the service received in 2009	1,104 points out of 1,305 (261 respondents)	4.23 average from 5
Total satisfaction rating: 7,423 points out of 8,950 possible – 4.15 average 1,790 total responses

CONCLUSION

Overall satisfaction was 94.2%, and 98.9% would use our services again in the future. Answers to question #9 shows a marked increase over past years in regards to residents receiving public relations materials. This survey also documents the increase in website usage to register requests.

Overall this survey shows high satisfaction amongst the respondents, but some ratings were slightly lower than in past surveys. This may be due in part to a higher volume of service requests early in the season and warmer than average temperatures in May that hatched the spring populations 2+ weeks earlier than normal.