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b. How does the system determine key customer service <br />requirements and educate all employees involved with <br />service delivery? <br />c. Describe the system's complaint management process. <br />Include how the system resolves complaints effectively <br />and promptly and how complaints are compiled and <br />analyzed for use in overall organizational improvement. <br />d. How does the system build relationships with customers <br />for repeat business and/or positive referral? <br />e. What processes or measurement methods and data are <br />used to determine customer satisfaction and <br />dissatisfaction? Include any differences in one type of <br />customer compared to another (example: human service <br />rider vs. general public rider)? <br />f. How does the system ensure that customers receive <br />services in the safest possible manner? Describe all <br />facets of management and operations that support <br />customer safety. <br />g. Interview all human service agency directors or contacts <br />that receive transportation services (examples: EDTAP, <br />contract services, etc.) to determine level of satisfaction <br />with system. In addition, interview any human service <br />agencies, identified by the Steering Team, that may be a <br />potential participating agency to determine feasibility of <br />the system in meeting their needs. <br />h. Determine the actual satisfaction level of system <br />passengers by randomly surveying at least ten (10) <br />human service agency riders (from at least three different <br />agencies) and at least five (5) general public riders. <br />Describe findings. <br />13 <br />