COMMENT CARD RESULTS REPORT

For the Period: FourthQuarter 2007 (October 1, 2007 – December 31, 2007)

Prepared by Kathryn Davis, Associate

Strumpf Associates: Center for Strategic Change

Prepared: January3, 2007

This report reflects the analysis of raw data generated through the electronic One Stop Comment Card System for the FourthQuarter of 2007 beginning October1 thru December31, 2007. This report is a summary of the weekly reports generated by Strumpf Associates. It is being generated for use by the Workforce Investment Board, the Leadership Team, the Design Team, and the CQI Teams. The period examined in this report reflects the data collected from jobseeker electronic comment cards during the FourthQuarter of 2007. During this period, for all three sites, there were atotal of 248 comment cardscompleted.

This report is a result of one of the recommendations in the Integration Report, produced in 2005 and conducted by Strumpf Associates. The recommendation was to create an information and analysis system to collect customer feedback as one mechanism for creating a common organizational culture across all partners. Electronic comment cards to collect data from job seekers on their satisfaction with the services at the ‘front end of the system have been in operation since November 2005. Comment cards are a method used to collect ‘just in time’ information, meaning to obtain information from a customer about their perceptions of the service immediately at the end of any service interaction.

Process Owner

The CQI Teams are the process owners of the weekly data. Every Monday each team receives the weekly summary of the prior week’s responses. It is their job to analyze the comment card reports generated by Strumpf Associates and use it to make improvements. Quarterly reports are designed to provide an update to the leadership of the organization. Customer satisfaction data should be used in strategic planning, resource allocation, and staff development.

DATA REPORT

N=248

Questions 1 thru 16 are reported in percents

Special notices:

  1. All questions, 1 thru 16, are reported in percents.
  2. The numbers may not add to 100% due to rounding, or respondents not answering all survey questions during the period being examined.

Q1 – Access to tools and equipmentQ7 – Staff helpful

Q2 – Wait for computers > 10 minutesQ8 – Information posted was useful

Q3 – Wait for staff > 10 minutesQ9 – Welcoming and visually appealing

Q4 – Wait for scheduled appt >10 minutes.Q10- Overall satisfaction

Q5 – Greeted promptlyQ 11- Recommend to friend or colleague

Q6 – Treated with respect


Question 12: Please check what information posted throughout the center was most useful to you:

Q13: If you would visit the Center again, check all that would apply.

Q 14: If you would not visit the Center again, check all that apply.

Q 15: The resources or services I used today were:

Individuals specifically identified as providing quality customer service[1]:

Comment Card Quarterly Report1Prepared by Strumpf Associates

For Quarter 4: October 1, 2007– December 31, 2007

  • Sylvia (6 times)
  • Abbey (17 times)
  • George Leanos (1 time)
  • Lydia (1 times)
  • Bill (8 times)
  • Diane (2 time)
  • Diane Olsen (1 time)
  • Sil (1 time)
  • Kathy Parker (1time)
  • Gustavo (1 time)
  • Sal (1 time)
  • Vicki (1 time)
  • Aubie (1 time)
  • Diana (1 time)
  • Gabby (1 time)
  • Kathy (1 time)
  • Katie (1 time)
  • Christina (1 time)
  • Tiffanie (1 time)
  • Aisha (1 time)
  • Christina Ayala (1 time)

Comment Card Quarterly Report1Prepared by Strumpf Associates

For Quarter 4: October 1, 2007– December 31, 2007

Comments:

Comment categories were determined based on the frequency with which the issue was mentioned. Also if there were several categories touched in one comment, that comment was placed in each category with the applicable commentary portion of the comment category highlighted. The comments are recorded verbatim. There are seven categories that the comments are being sorted into for the purposes of trend analysis over time:

Comment Card Quarterly Report1Prepared by Strumpf Associates

For Quarter 4: October 1, 2007– December 31, 2007

  • Facilities
  • Staff
  • Tools and Equipment
  • Process
  • Other
  • Suggestions and General Praise
  • Miscellaneous/or Unintelligible

Comment Card Quarterly Report1Prepared by Strumpf Associates

For Quarter 4: October 1, 2007– December 31, 2007

Facilities: Comments about the facility and itsdesign

Positive / Negative

Staff: Comments about customer service

Positive / Negative
all of the staff are extreemly helpful / I didn't feel appriciated when I called the agency and a IDENTIFIER REMOVED answered rudely to my questions. It would be to the best of the agency if staff was trained to better customer service skills. When answering the phones please hit the hold button so customers will not hear the a conversation when assisting another person. thank you
abbey la senorita mealludo en mi hoja de trabajo i es gueno i hi so hun vuetrabajo ... Sergio Vargas / awaiting for my counseler with out appoitment abouth 40 minutes and final I asked two employees at front desk on 10/16 p.m., maybe that person is off today. When IDENTIFIER REMOVED check again by phone, IDENTIFIER REMOVED said to me " IDENTIFIER REMOVED is off today.
Abbey and Bill really help me to put together a resume and get on Yahoo. Thanks. Could use more computers. Had to wait to get on. Robert / I am very impressed with this center, except for one thing. I did not feel good about the front desk. As I walked in, the person did not even look at me or welcome me. When the first person you meet here has such an attitude, you wonder what the rest of your experience will be like. thank you
Abbey has been such a great person always helpful and goes beyond the call of duty. When I came into the one-stop in morgan Hill did not think they would help me. but I changed my mind the morgan hill office is awsome, and thanks to abbey I have been interviewing for jobs. / I have been coming to the center for a very long time. I have found out that "ONLY" a couple of staff are polite and helpful such as Lydia and Aisha. Other staff such as IDENTIFIER REMOVED and IDENTIFIER REMOVED are being very rude and bullying individuals. Especially IDENTIFIER REMOVED talks very rude to individuals who need help at the center while IDENTIFIER REMOVED jokes around with certain "MEN". Just today (November, 7th, 2007 around 3:30pm or so) IDENTIFIER REMOVED was talking to the guy who was sitting at the station#18 about IDENTIFIER REMOVED "SEXUALLY EXPLICIT COMMENT REMOVED". Is this a subject that one of your staff who works in the center has to pick up the guys at the center and talk about IDENTIFIER REMOVED sexual issues loudly in the center. On the other hand, your other staff, IDENTIFIER REMOVED has NO idea bout computers or anything else that's going on in the center. I haver personally experienced that IDENTIFIER REMOVED has ruined my work and other clients with IDENTIFIER REMOVED lack of experiences and then talked and acted rudely towards the client. I have documented this comments in another work area that if nothing gets done about the rudeness of IDENTIFIER REMOVED and IDENTIFIER REMOVED unacceptable attitude at the center by you; I will inform other appropriate management.
Abbey is a wonderful person, she helped me with my resume and it looks great!-I love coming to the Morgan Hill one-stop-they need to hire more pepole like abbey. Maria Rodriguez / I have come to the CareerCenter on three separate occasions and have been ignored by two particular staff, while waiting to obtain a computer. A simple acknowledgement of a head nod or 'I'll be with you in a moment' would have been professional and appropriate. Instead, the one IDENTIFIER REMOVEDIDENTIFIER REMOVED of IDENTIFIER REMOVED descent chose to completely ignore me and continue working on the computer, twice. And on another occasion, a IDENTIFIER REMOVED of IDENTIFIER REMOVED descent, walked right by me, after helping the client in front of me, waiting at the front desk, patiently. I think customer service is key and should be role modelled, as this is a career center.
Abbey is great, she loves to help us and always has a smile. She is professional and very knowledgeable. I alway look forward to coming to the onestop in morgan hill. Thank you Abbey / none the employes were so helpful and provide quality needs
abbey is great-she really take the time to help you. You nmeeto hire more people like abbey / People are still using their Cell Phones and no one is stopping them and it is posted obove each computer to no use your cell phone in here. The person in charge should make sure the rules are for everyone not just a few. This happened Monday October 1, 2007
abbey is very helpful. I like people who is smiling. thank you. / stop employing people like IDENTIFIER REMOVED . IDENTIFIER REMOVED talks down to people. IDENTIFIER REMOVED speaks to us as if we are dumb children. And IDENTIFIER REMOVED speaks loud. This is embarrassing. IDENTIFIER REMOVED also flirts with the males when it suits IDENTIFIER REMOVED .
Abbey was so good helping with re-writing resume on Tuesday night. I wish she could be helping at the career center more often. / The person I had a scheduled appointment with made me wait 30 minutes while helping someone else, they forgot our appointment. The staff is generally helpful but I would like them to offer any leads or new job info. when I enter the Center, no just "do you need a computer?
abbey, assisted me with my resume, and provide alot of assistance. I give her an A+ for customer service. Estela. gracias a abbey que me ayudo con mi Resume ella fue muy atenta y amable y ella hizo un excelente trabajo ella es la mejor. / today i asked IDENTIFIER REMOVED please i want help,then IDENTIFIER REMOVED told me IDENTIFIER REMOVED will be late.After this IDENTIFIER REMOVED was helping to another people .i was observing that IDENTIFIER REMOVED trait this customer in very nice way.i don't like IDENTIFIER REMOVED attitude, IDENTIFIER REMOVED never ask to me if i need help. IDENTIFIER REMOVED is a very unfair IDENTIFIER REMOVED ,because IDENTIFIER REMOVED have to help any person that is IDENTIFIER REMOVED job.i believe that this IDENTIFIER REMOVED have prejudice on me.i ner have any proplem with IDENTIFIER REMOVED . thank.
Abbey, Diane and Sylvia are excellent resource people
Abbey, Thank you very much for your help. I don't know what I could have done without you My resume looks great and feel good about it. Again Thant you.
Abbey. No comments, everybody was very helpful
All three staffers were awesome: Gabby, Gustavo and Bill. My only complaint is they sometime spend TOO much time with people. However, the users of the Morgan Hill site are clueless on how to conduct their own job search. Your staffers are very caring about the people and wish everyone well in their job search.
Best service I have received from any staffing agency. Very warm, inviting and friendly environment.
Bill and Abby have been very helpful. They are always there to heop shen needed.
bill is always heplful
Bill is avery good helper
Both Tiffanie and Vicki and the INITIAL lady that got me IN2 the INTENSIVE CM "stuff" have been VERY helpful! That BUSPASS that Tiffanie gave me is EXTREMELY helpful. Now I don't have to wait in LONG hours somewhere for the $7 (which I MIGHT not even GET!) one OR take the $52 out of my rent $ which I HARDLY have! ;-) THANK-YOU! This has been a TREMENDOUS help! ;-) Love, KaT
Christina Was Very Helpful in helping me do my resume. She was very nice and patient with me and made my experience here a great one. Thank you.
Diana, Kathy are very helpful. They assisted me online
everyone is very helpfl
Great staff
I been looking for help on my Resume for over five years and I got more then help I got a Angel named katie,she help me with my Resume and if I dont get a Job by updating my resume then its not meant for me to work,this LADY is the best worker unemployment has ever had.Thank you for having her as a employee
i enjoy that there are people that care and help you find your career path or just get a job. you guys are doing a great job
I have been very interested in attending the MS Office workshops but was told that they wouldn't be offered again until Jan 2008. However,this morning while I was working on my resume, Diane, the front desk receptionist, approached me and asked if I was still interested in those workshops. I said yes. She informed me that the classes would be now offered in Nov. 2007 and said she would be happy to sign me up for them. I'm glad that the staff here really seem to care and listen to the needs and desires of job seekers like myself. The fact that she remembered who I was and what I wanted clearly demonstrates that the personal assistance offered from this Work2Future facility is genuine and much appreciated. Good job Diane. Thank you so much.
i like the staff. they were very nice and very helpful just like they always are.
I love the one-stop in Morgan Hill, the staff is great. Abby goes beyond the call of duty, she offers support and advice. She treat all the clients with respect, and gives us encourgement, without her I would of given up. The onestops need more people like abby. Diane.
I needed to finish my resume and post it to the various job banks. Christina Ayala has been most helpful in both areas. She helped me format and arrange my resume and got me quickly into the job banks. Saved me a lot of time. The lady is great!!!
I want to acknowledge George Leanos. I heard he is leaving. He's the type of employees you shall seek to keep dedicated and always making sure the customer is happy!
I was happy that the since I found a temporary job from using this service after 7 months of being away and now coming back all the staff still remembered me. They take a very Personal approach to all who enter this site. It would be ashamed to see this site leave Morgan Hill
I was helped by Sylvia in 2 different occassions and she is very attentive. I was also assisted by Abbey and she was very encouraging and helpful. These two ladies are cheerful and almost make you forget that you are unemployed. Good job ladies.
I would like to thank Kathy Parker for helping me with my resume, Job search and job interview skills. For Silvia, for being so nice to greet people at the enterance for a job search. Thank you so much Dora Hutchings
Just want to say how helpful Abbey is she is professional, and has excellent customer service skills. She goes the extra yard to help us. Al the clients ask for her. IDiane.
none the employes were so helpful and provide quality needs
ok i had a very good time when and bill help me alot so thank you. allan giardina
once again the staff is very pleasant and helpful... they always help me with my job searching, and making sure i accomplish what i came here to do.
Outstanding staff!
Sill and Aubie are very professional and concerend that they will be able to help meet the needs of the cllienat
Spoke with Sal and he was very helpful.
Sylvia did an amazing job.
sylvia was very knowledgeable and professional. she answered all of my questions, and made me feel very comfortable.
The staff are very helpful and professional.
The staff at Morgan Hill are very helpfus and supportive. They are always there to lend a helping hand. I really appreciate the fact that I dont have to drive a distance to get to a one stop. With the price of gas and no abuss service I would not be able to get help in all these areas that are offered. ait is a great place and a staff that services the needs of the recently unempoyed. "GO TEAM".
The staff at Morgan Hill are very helpfus and supportive. They are always there to lend a helping hand. I really appreciate the fact that I dont have to drive a distance to get to a one stop. With the price of gas and no abuss service I would not be able to get help in all these areas that are offered. ait is a great place and a staff that services the needs of the recently unempoyed. "GO TEAM". L.E. Bussell
The staff is outstanding in sharring thier knowledge to helpping those in need.
The Staff is very helpfull
The staff was verry helpful in all areas of my job search. I am especially thankful to Christina Ayala for helping me with my resume and job search. GREAT JOB!! THANK YOU.
the staff was very helpful i would reccomend this place to alot of friends and family
This is a great place. The staff is very helpful and professional.
This is the most helpful edd center I have visited the staff was excellent.A huge improvement from the sunnyvale location
Very nice and helpfull people
While in your office, I Alejandro Vasquez was helped by staff member Abbey. She was very curtious and helpful. She was very knowledgeable.
You must keep Diane Olsen, She is the best
your M.H. center and Bill are very helpfull. Ed

Tools & Equipment: