| Session Title: New Tools for Analyzing Satisfaction Surveys |
| Demonstration Session 370 to be held in the Granite Room Section C on Thursday, Nov 6, 3:35 PM to 4:20 PM |
| Sponsored by the AEA Conference Committee |
| Presenter(s): |
| Gregg Van Ryzin, Rutgers-Newark State University of New Jersey, vanryzin@rutgers.newark.edu |
| Abstract: Evaluations often involve surveys of customers or clients that ask about their satisfaction with a program and its various services or components. This demonstration will show attendees how to use a set of analytical tools from market research, including key-driver analysis and importance-performance analysis, to extract more insight and evaluative information from a satisfaction survey. Specifically, these techniques reveal what specific aspects of a program matter most to clients and suggest where to focus fine-tuning or program improvement efforts. The tools are general and can be applied in various program areas, including health, education and training, criminal justice, human services, and other areas. The session will demonstrate these tools using real data from a survey of citizen satisfaction with public services in New York City, and questions will be answered about how to apply the techniques to your own satisfaction data. |