SATISFACTION SURVEY OF SERVICE REQUESTS IN THE CENTRAL MASSACHUSETTS MOSQUITO CONTROL PROJECT SERVICE AREA – 2011

 

TIMOTHY D. DESCHAMPS, Executive Director

Central Mass. Mosquito Control Project

111 Otis Street Northborough, Massachusetts 01532

(508) 393-3055 deschamps@cmmcp.org

 

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 2011 to determine if our staff was meeting acceptable levels of customer satisfaction. This is the same survey that was done in 2005-2010 (excluding 2006). 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 2011 we received 14,731 requests for service, ranging from adulticiding to larval control, a 32.5% increase in service requests from 2010. 9,265 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 2011. 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 1,500 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 & 2010). 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 uninvited 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, 251 responses were received (17%). The results are outlined in this report.

 

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

 

 

Number

Percent

Telephone

115

46.18%

Website

114

45.78%

In person

1

0.40%

Other

19

7.63%

Total

249

 

 

 

 

Comments: the website compares closely to the phone system as the most popular method of reaching our staff.    

 

 

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

 

 

Number

Percent

Yes

125

93.28%

No

9

6.72%

Total

134

 

Comments: communication from the operators of the telephone system is clear and effective.

 

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

 

 

Number

Percent

Yes

13

10.16%

No

115

89.84%

Total

128

 

 

 

 

 

 

Comments: nearly 90% of residents polled did not experience any problems reaching our staff through the current system.

 

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

 

 

Number

Percent

Yes

157

96.91%

No

5

3.09%

Total

162

 

 

 

 

 

 

Comments: nearly all respondents found the information they required on the website without difficulty.

 

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

 

 

Number

Percent

1-3 days

62

25.20%

3-5 days

72

29.27%

1 week

69

28.05%

2 weeks+

43

17.48%

Total

246

 

Comments: 82.52% were serviced within one 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

234

94.35%

No

14

5.65%

Total

248

 

Comments: a majority thought that the response time was reasonable.

 

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

 

 

Number

Percent

Yes

212

91.38%

No

20

8.62%

Total

232

 

Comments: Our staff projects a positive and professional image to the public. Of the respondents that said no, many stated they did not speak to a rep. from CMMCP

 

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

 

 

Number

Percent

Yes

209

94.57%

No

12

5.43%

Total

221

 

 

 

 

 

 

Comments: most residents polled thought our Technicians answered their questions to their satisfaction.

 

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

 

 

Number

Percent

Yes

194

80.17%

No

48

19.83%

Total

242

 

Comments: more residents are receiving our written information and this number has improved from year to year.

 

10). Did you find this information useful?

 

 

Number

Percent

Yes

190

95%

No

10

5%

Total

200

 

Comments: our written PR material is useful to residents when they receive it.

 

11). Did you request service more than once in 2011?

 

 

Number

Percent

Yes

117

47.37%

No

130

52.63%

Total

247

 

 

 

 

 

 

Comments: less than 1/2 of our service calls are repeat calls according to the residents polled.

 

12). If you requested additional service in 2011, was it because the original application was insufficient to meet your needs, or for a later re-treatment or follow up?

 

 

Number

Percent

Retreatment

102

79.69%

Insufficient

26

20.31%

Total

128

 

Comments: over 3/4 of our repeat calls are for additional service, not because the first application didn’t meet their needs.

 

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

 

 

Number

Percent

Yes

240

97.56%

No

6

2.44%

Total

246

 

Comments: nearly all residents polled would recommend our services to others.

 

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

 

 

Number

Percent

Better

199

75.95%

Worse

0

0%

No Effect

44

16.79%

Total

262

 

 

 

 

 

 

 

Comments: nearly all residents received relief from mosquitoes.

 

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

30

15.23%

3-5 days

22

11.17%

1 week

54

27.41%

2 weeks+

91

46.19%

Total

197

 

 

 

 

 

 

 

 

Comments: over 2/3 of residents polled reported relief of 1 week or more, nearly half report greater  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

184

79.65%

Too Low

45

19.48%

Too High

2

0.87%

Total

231

 

Comments: most residents are satisfied with the assessments paid from local taxes for our services.

 

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

220

90.16%

No

24

9.84%

Total

244

 

Comments: 9 out of 10 residents were happy with the services provided by CMMCP in 2011.

 

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

 

 

Number

Percent

Yes

246

98.8%

No

3

1.2%

Total

249

 

 

Comments: nearly all residents that used our service will do so again in the future.

 

Please rate our performance for 2011 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

548 points from 665

(133 respondents)

4.12 average from 5

The information on our website is easily available and helpful

711 points from 855

(171 respondents)

4.16 average from 5       

The response time for service is reasonable

1,010 points out of 1,220

(244 respondents)

4.14 average from 5

Our field staff that responded is knowledgeable and competent

1,001 points out of 1,125 (225 respondents)

4.45 average from 5

The service provided was effective

898 points out of 1,195 (239 respondents)

3.76 average from 5

This service is reasonable compared to the cost

817 points out of 955

(191 respondents)

4.28 average from 5

Please rate your overall satisfaction with the service received in 2009

1,010 points out of 1,200 (240 respondents)

4.21 average from 5

 

Total satisfaction rating: 5,995 points out of 7,215 possible – 4.16 average

1,443 total responses

 

 

CONCLUSION

 

Overall satisfaction was 90.16%, and 98.8% 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 to a higher volume of service requests early in the season resulting in extended waits for service, and above average rainfall in August and September that resulted in a late season emergence of reflood mosquitoes. Night time temperatures late in the season did not allow extended spray operations despite the overall population of mosquitoes in many areas.