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Measure Overview

# Performance Measure Strategic Plan Goal Business Strategy

Customer Satisfaction Rating of 90% or better (%)

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?

From surveys conducted by 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?

Mary Murnane

Additional Information



FY17 Target


FY18 Target


Trend Analysis

On Target

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