Precise data and a robust framework inform recommendations for system improvements.
Qualitative and quantitative surveys
VA devised a unique strategy to anonymously survey all VA employees and contractors who use VA IT systems. Aptive planned, executed and analyzed monthly and annual surveys that asked VA employees and contractors to:
- Share their satisfaction with VA IT systems
- Identify specific areas with which they were satisfied or dissatisfied with VA IT systems
VA and Aptive designed and delivered the annual survey to about 500,000 VA employees and contractors. In addition, over 30,000 randomly selected VA employees complete a monthly customer experience survey. With this survey data, Aptive performs longitudinal statistical studies and analyzes the results using the American Customer Satisfaction Index (ACSI), an internationally recognized measure of satisfaction, and the Net Promoter Score (NPS), a widely used measure of customer loyalty.
Although most feedback is positive, employees also share their concerns. To better understand areas of dissatisfaction that respondents highlight in their surveys and determine the root causes, Aptive and VA conducted individual, in-person and virtual interviews, workshops and focus groups at VA sites across the nation. The OIT leadership and community at large received the resulting analysis and reports through multiple channels.
Aptive built a supporting framework for the CSI Program. This support included communicating best practices for IT customer service through a series of training videos, infographics and monthly newsletters. These materials are based on CSI’s “The Eight Habits of Highly Effective IT Professionals.”
Aptive also developed a custom dashboard for OIT leaders and managers to view survey data. This dashboard displays the most important takeaways from monthly and quarterly customer experience results, as the innovative programs streamline the data analysis and reporting processes.
VA and Aptive host formal seminars to communicate best practices to frontline customer service personnel. These seminars reflect the findings from regular quantitative and qualitative surveys that read the pulse of OIT’s customers across VA.