www.cmmcp.org

 
 


SATISFACTION SURVEY OF SERVICE REQUESTS IN THE CENTRAL MASSACHUSETTS MOSQUITO CONTROL PROJECT SERVICE AREA – 2013

 

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 2013 to determine if our staff was meeting acceptable levels of customer satisfaction. This is the same survey that was done in 2005-2012 (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 2013 we received 13,646 requests for service, ranging from adulticiding to larval control, on par with service requests from 2012 (13,850). 7,461 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 2013. 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, 2011 & 2012). 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.

From 1,500 postcards mailed, 256 responses were received (17.06%). The results are outlined in this report.

 

TIMOTHY D. DESCHAMPS, Executive Director

Central Mass. Mosquito Control Project

111 Otis Street Northborough, Massachusetts 01532

www.cmmcp.org ♦ deschamps@cmmcp.org


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

 

Number

Percent

Telephone

113

44%

Website

124

48.2%

In person

4

1.6%

Other

16

6.2%

Total

257

 


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

122

99.2%

No

1

0.8%

Total

123

 

 

 

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

 

3

 
 

 


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

 

 

Number

Percent

Yes

12

9.8%

No

111

90.2%

Total

123

 

 

 

 

 

Comments: 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

160

97.6%

No

4

2.4%

Total

164

 


 

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

98

38.6%

3-5 days

84

33.1%

1 week

52

20.5%

2 weeks+

20

7.9%

Total

254

 

 

 
 

 

 

 

 

 

 

 

 


Comments: 92.1% 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

249

98%

No

5

2%

Total

254

 

 

 

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

206

88.4%

No

27

11.6%

Total

233

 

 

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

202

89.4%

No

24

10.6%

Total

226

 

 

 

 

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

207

82.8%

No

43

17.2%

Total

250

 

 

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

 

 

10). Did you find this information useful?

 

Number

Percent

Yes

201

94.8%

No

11

5.2%

Total

212

 

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

 

11). Did you request service more than once in 2013?

 

Number

Percent

Yes

112

44.6%

No

139

55.4%

Total

251

 

 

 

 

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

 

 

12). If you requested additional service in 2013, was it because the original application was insufficient to meet your needs, or for a later re-treatment or follow up?

 

 

 

Number

Percent

Retreatment

101

83.5%

Insufficient

20

16.5%

Total

121

 

 

Comments: over 80% 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

246

99.2%

No

2

0.8%

Total

248

 

 

 

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

229

90.9%

Worse

0

0%

No Effect

23

9.1%

Total

252

 

 

 

 

 

 

 

 

Comments: nearly all residents received relief from mosquitoes from our program.

 

 

 

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

43

19.2%

3-5 days

36

16.1%

1 week

45

20.1%

2 weeks+

100

44.6%

Total

224

 

 

 

 

 

 

 

 

 

 

  Comments: nearly 2/3 of residents 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

206

84.8%

Too Low

34

14%

Too High

3

1.2%

Total

243

 

 

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

16

6.3%

June

71

28%

July

72

28.3%

August

27

10.6%

More than 1

68

33.2%

Total

254

 

 

 

 

 

 

 

 

 

 

 

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

 

 

 

Number

Percent

Yes

240

94.5%

No

14

5.5%

Total

254

 

 

Comments: over 9 out of 10 residents were happy with the services provided by CMMCP in 2013.

 

 

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

 

 

 

Number

Percent

Yes

251

99.6%

No

1

0.4%

Total

252

 

 

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

 

 

Please rate our performance for 2013 from 0 to 5, where 5 is the best rating, 0 is the worst rating:

 

A.     The information you received over the phone was informative & helpful: 558 points from 655 (131 respondents) – 4.26 average from 5

 

B.    The information on our website is easily available and helpful: 731 points from 855 (171 respondents) – 4.27 average from 5       

 

C.    The response time for service is reasonable: 1,114 points out of 1,265 (253 respondents) – 4.4 average from 5

 

D.    Our field staff that responded is knowledgeable and competent: 975 points out of 1,080 (216 respondents) – 4.51 average from 5

 

E.     The service provided was effective: 993 points out of 1,240 (248 respondents) – 4.00 average from 5

 

F.     This service is reasonable compared to the cost: 938 points out of 1,070 (214 respondents) – 4.43 average from 5

 

G.    Please rate your overall satisfaction with the service received in 2013: 1,105 points out of 1,265 (253 respondents) – 4.37 average from 5

 

 

Total satisfaction rating: 6,414 points out of 7,430 possible – 4.32 average

1,486 total responses

 

CONCLUSION

 

Overall satisfaction was 94.5%, and 99.6% would use our services again in the future. Answers to question #5 shows a 12% reduction in response time from 2011, and question #9 shows a steady result over past years in regards to residents receiving public relations materials. Overall this survey shows high satisfaction amongst the respondents, with some variability in some ratings than in past surveys.

 

 

Reprints of this document are available by calling our office at (508) 393-3055 or sending an e-mail to cmmcp@cmmcp.org. This survey has been sent to all cities and towns in our service area, as well as members of the State Reclamation & Mosquito Control Board. This has also been posted on our website on the “Research and Efficacy” link (from the “Our Services” page).

 

The author would like to thank the staff at CMMCP and the CMMCP Commission, and especially the residents and public officials in the member cities and towns we provided service to in 2013.