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Measure Overview

# Performance Measure Strategic Plan Goal Business Strategy

Maintain customer satisfaction rating (%)

Government Accountability

Increased Effectiveness

Why is this measure important?

Shows if we are meeting expectations and needs in a positive manner.

Where does the data come from?

Surveys conducted by the Contact Center; report received from the Contact Center

How is the measure calculated?

Ranking based upon random customer service surveys conducted by the Contact Center

Who to contact if you have questions?

Clifford Youngberg

Additional Information



FY19 Target


% satisfaction rate

FY20 Target


% satisfaction rate

Trend Analysis

On Target

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