Survey results from the American Customer Satisfaction Index (ACSI) revealed that workers who participated in OSHA inspections gave OSHA high marks for its standards, information, and customer service.
OSHA’s ACSI rating from workers who participated in an on-site inspection was 70, which is 1.4 points higher than the current federal government average. In particular, workers said they:
- Were satisfied with the way OSHA standards covered the hazards they came across in their jobs;
- Found OSHA’s information to be easy to get and helpful in their jobs; and
- Rated the professionalism of OSHA inspectors 8.6 on a scale of 1-10.
“We have made customer satisfaction a priority, and it has clearly paid off,” said OSHA Administrator Charles N. Jeffress. “The improvements reflected in this study are the result of hard work and dedication by those on the front lines of OSHA both in the field and in the national office. While we are moving in the right direction, our work is not done. These are trends the agency needs to build upon in the years to come.”
The government ACSI is a survey of 29 high-impact federal agencies conducted on behalf of the National Partnership for Reinventing Government, which directs the Administration’s efforts to make government more responsive to citizens and improve quality, customer satisfaction, and public trust. The government agency ACSI evaluation survey, developed by the National Quality Research Center of the University of Michigan Business School, is a variation of the model used to measure customer satisfaction for private sector companies. The full ACSI survey data for workers is expected to be released in the spring of 2001.
In addition to workers, OSHA also surveyed for a second year professional members of the American Society of Safety Engineers (ASSE) and the American Industrial Hygiene Association (AIHA). The agency received a rating of 54, an improvement of three points from last year’s original study. OSHA was one of only a few federal agencies to show a statistically significant improvement over the previous year’s score.
Customers reported greater satisfaction in almost every category. More customers indicated they rely on OSHA for information, and over 76% of the respondents obtained services from OSHA through the agency’s website.
In early 2001, OSHA plans to introduce a new Customer Service instruction program that will implement a set of policies, principles, and goals for its employees as an ongoing and permanent commitment to customer service.
SOURCE: News Release, Occupational Safety and Health, www.osha.gov.