SATISFACTION SURVEY OF SERVICE REQUESTS IN THE CENTRAL MASSACHUSETTS MOSQUITO CONTROL PROJECT SERVICE AREA – 5 YEAR ANALYSIS

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 on 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 requests a survey of residents who receive service each year to determine if our staff are meeting acceptable levels of customer satisfaction. This survey has been done in 2005, 2007, 2008, 2009 and 2010. The following is a 5 year analysis of these annual responses. 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

For the 5 years of this analysis, we received 53,847 requests for service, ranging from adulticiding to larval control. 31,912 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. 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. 6,000 postcards were sent to residents in the 5 years of this study. 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. 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 6,000 postcards mailed, 1,260 responses were received (21%). The results are as follows:

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

	Number	Percent
Telephone	739	59.5%
Website	463	37.3%
In person	13	1.0%
Other	27	2.2%
Total	1,242

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

	Number	Percent
Yes	766	98.7%
No	10	1.3%
Total	776

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

	Number	Percent
Yes	89	11.6%
No	679	88.4%
Total	768

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

	Number	Percent
Yes	561	97.7%
No	13	2.3%
Total	574

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

NOTE: 88.5% within a week or less

	Number	Percent
1-3 days	447	36.0%
3-5 days	317	25.6%
1 week	333	26.9%
2 weeks+	143	11.5%
Total	1,240

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

	Number	Percent
Yes	1,168	94.3%
No	70	5.7%
Total	1,238

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

	Number	Percent
Yes	871	92.0%
No	76	8.0%
Total	947

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

	Number	Percent
Yes	1,061	93.2%
No	78	6.8%
Total	1,139

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

	Number	Percent
Yes	741	60.9%
No	476	39.1%
Total	1,217

10). Did you find this information useful?

	Number	Percent
Yes	658	94.3%
No	40	5.7%
Total	698

11). Did you request service more than once?

	Number	Percent
Yes	519	41.8%
No	721	58.1%
Total	1,240

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

	Number	Percent
Retreatment	476	79.5%
Insufficient	123	20.5%
Total	599

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

	Number	Percent
Yes	1,205	97.4%
No	32	2.6%
Total	1.237

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

	Number	Percent
Better	1,059	86.3%
Worse	1	0.1%
No Effect	168	13.7%
Total	1,227

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	156	15.2%
3-5 days	161	15.7%
1 week	224	21.8%
2 weeks+	486	47.3%
Total	1,027

NOTE: nearly half 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	970	81.0%
Too Low	208	17.4%
Too High	20	1.7%
Total	251

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

	Number	Percent
June	340	28.8%
July	365	30.9%
August	155	13.1%
More than 1	320	27.1%
Total	1,180

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

	Number	Percent
Yes	1,138	92.4%
No	94	7.6%
Total	260

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

	Number	Percent
Yes	1,211	98.5%
No	19	1.5%
Total	1,230

Please rate our performance for 2010 from 0 to 5, where 5 is the best rating, 0 is the worst rating:

QUESTION	AVERAGE
The information you received over the phone was informative & helpful	4.3 average from 5
The information on our website is easily available and helpful	4.3 average from 5
The response time for service is reasonable	4.4 average from 5
Our field staff that responded is knowledgeable and competent	4.5 average from 5
The service provided was effective	4.0 average from 5
This service is reasonable compared to the cost	4.5 average from 5
Please rate your overall satisfaction with the service received	4.4 average from 5

CONCLUSION

Overall satisfaction was 92.4%, and 98.5% would use our services again in the future. Overall this survey shows high satisfaction amongst the respondents and general efficacy of our products and procedures.