CSS Performance Data
Dear friends, colleagues, and community partners,
Below you find some of our organization’s performance and demographic data collected during the past year. We use this data to plan our services for the coming year and to identify improvement opportunities.
We greatly value the opinions and insights that our customers share with us about our services, our staff, and our organization.
Compilation of Referral Agent Survey Data FY 06
|
Referral Agent Satisfaction by Region |
|||||
| ITEM | Central N=22 |
Bl. Ridge N=18 |
Roanoke N=5 |
SW VA N=9 |
Average N=54 |
| Service Quality:
Very Satisfied to Satisfied |
91% | 100% | 100% | 77% | 92% |
| Outcomes:
Very Satisfied to Satisfied |
81% | 94% | 80% | 89% | 86% |
| Customer Service
Very Satisfied to Satisfied |
91% | 100% | 100% | 77% | 92% |
| Quality of staff:
Very Satisfied to Satisfied |
82% | 94% | 60% | 66% | 86% |
| Communication:
Very Satisfied to Satisfied |
77% | 94% | 100% | 78% | 87% |
| Better than the competition:
Much Better to Somewhat Better |
63% | 65% | 60% | 63% | 63% |
| Will Refer in future:
Definitely to Probably |
96% | 100% | 100% | 89% | 96% |
| Recommend CSS in Future:
Definitely to Probably |
82% | 100% | 80% | 78% | 85% |
| “What do you like best about CSS Staff and CSS Services?” |
“Staff are professional and maintain excellent communication” “Professionalism, timeliness, creativity, rapport they establish with consumers and their families.” “I feel that the level of communications a strong point. I also feel that we are treated like both a customer and a partner in the process which has distinguished Career Support from other vendors. I feel that CSS operates with a lot of integrity.” “They put the customer first and are very active listeners to customer needs and to DRS needs as well.” “They have been patient and helpful with some people who have been difficult to place. They have offered positive solutions to problems. The reports have been timely.” “Most staff are very responsive with accurate and complete reporting. I am satisfied with the outcomes even thought it takes a while to find employment for some of my customers.” “I appreciate being in the “loop.” I like regular feedback about the progress of cases. The services CSS provides is unique in that the staff use very creative,, “thinking outside the box” ways to help our clients.“ “One of the things I like is quick turnaround when services are requested.” “The in depth and detailed client participation. Ability to spend time with client and make a connection that leads to meaningful change.” “Good customer service—dedicated staff” “Good quality services, maintaining good contact, and thoroughness of work.” “We work with hard to serve clients and find CSS to be an invaluable tool in determining and overcoming the barriers faced to long term employment of clients. The CSS Staff is resourceful, accessible, and professional at all times.” “CSS Staff keep me informed on a consistent basis. Staff are professional, friendly, pleasant, seem to really enjoy working with our clients.” “They are always helpful in answering questions and helping with information about customers…HELPFULL” “Very effective staff with good communications and rapid job placements. Ginny does very well in her new role. Unusually effective with TANF cases.” “Quality Staff with exceptional results” |
