www.cmmcp.org

 
 


SATISFACTION SURVEY OF SERVICE REQUESTS IN THE CENTRAL MASSACHUSETTS MOSQUITO CONTROL PROJECT SERVICE AREA – 2015

 

TIMOTHY D. DESCHAMPS, Executive Director

Central Mass. Mosquito Control Project

111 Otis Street Northborough, Massachusetts 01532

(508) 393-3055 deschamps@cmmcp.org

 

INTRODUCTION

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 2015 to determine if our staff was meeting acceptable levels of customer satisfaction. This is the same survey that was done in 2005-2014 (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 2015 we received 16,490 requests for service, ranging from adulticiding to larval control, an increase of 4.7% from 2014 (15,738). 11,051 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 2015. 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 has determined 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 2009-2014). 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, 187 responses were received (12.4%). 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.orgdeschamps@cmmcp.org


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

 

Number

Percent

Telephone

44

23.7%

Website

138

74.2%

In person

1

0.5%

Other

3

1.6%

Total

186

 


Comments: the website outpaces 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

51

86.4%

No

8

13.6%

Total

59

 

 

 

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

8

14%

No

49

86%

Total

57

 

 

 

 

 

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

145

96.7%

No

5

3.3%

Total

150

 


 

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

32

17.4%

3-5 days

43

23.4%

1 week

55

29.9%

2 weeks+

54

29.3%

Total

184

 

 

Comments: 70.7% 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

164

89.1%

No

20

10.9%

Total

184

 

 

 

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

138

84.7%

No

25

15.3%

Total

163

 

 

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

131

86.2%

No

21

13.8%

Total

152

 

 

 

 

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

139

76.4%

No

43

23.6%

Total

182

 

 

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

136

91.9%

No

12

8.1%

Total

148

 

Comments: our written educational materials are useful to residents when they receive it.

 

11). Did you request service more than once in 2015?

 

Number

Percent

Yes

64

34.6%

No

121

65.4%

Total

185

 

 

 

 

Comments: just over 1/3 of our service calls are repeat calls according to the residents polled.

 

 

12). If you requested additional service in 2015, was it because the original application was insufficient to meet your needs, or for a later re-treatment or follow up?

 

 

 

Number

Percent

Retreatment

63

75%

Insufficient

21

25%

Total

84

 

 

Comments: 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

178

99.4%

No

1

0.6%

Total

179

 

 

 

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

163

89.6%

Worse

4

2.2%

No Effect

15

8.2%

Total

182

 

 

 

 

 

 

 

 

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

22

13.2%

3-5 days

24

14.4%

1 week

31

18.6%

2 weeks+

90

53.9%

Total

167

 

 

 

 

 

 

 

 

 

 

  Comments: over 2/3 of residents reported relief of 1 week or more, over 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

157

87.2%

Too Low

22

12.2%

Too High

1

0.6%

Total

180

 

 

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

12

6.6%

June

67

36.8%

July

54

29.7%

August

7

3.8%

More than 1

42

23.1%

Total

182

 

 

 

 

 

 

 

 

 

 

 

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

 

 

Number

Percent

Yes

173

95.1%

No

9

4.9%

Total

182

 

 

Comments: over 9 out of 10 residents were happy with the services provided by CMMCP in 2014.

 

 

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

 

 

Number

Percent

Yes

183

99.5%

No

1

0.5%

Total

184

 

 

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

 

 

Please rate our performance for 2015 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: 255 points from 300 (60 respondents) – 4.25 average from 5

 

B.    The information on our website is easily available and helpful: 663 points from 805 (161 respondents) – 4.13 average from 5       

 

C.    The response time for service is reasonable: 707 points out of 900 (180 respondents) – 3.93 average from 5

 

D.    Our field staff that responded is knowledgeable and competent: 664 points out of 745 (148 respondents) – 4.46 average from 5

 

E.    The service provided was effective: 714 points out of 895 (179 respondents) – 3.99 average from 5

 

F.    This service is reasonable compared to the cost: 627 points out of 715 (143 respondents) – 4.38 average from 5

 

G.   Please rate your overall satisfaction with the service received in 2015: 763 points out of 910 (182 respondents) – 4.19 average from 5

 

 

Total satisfaction rating: 4,393 points out of 5,270 possible – 4.19 average

1,053 total responses to questions

 

 

 

CONCLUSION

 

Overall satisfaction was 95.1%, and 99.5% would use our services again in the future. Answer to question #9 shows a steady increase 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 2015.