Background

The Minnesota WorkForce Center System conducts an ongoing survey of employers served through the system. Samples are drawn monthly of employers who received either business services or have posted a job order within the previous month. A DEED staff member trained in interviewing conducts the telephone interviews.

The questionnaire consists of a core set of questions plus three modules covering: business services, labor market information (LMI), and worker recruitment. Each contact completes no more than two modules. Modules are rotated from interview to interview and if a contact has no knowledge of one area, that module is skipped and the contact asked about another area.

  • Total sample size was 1249 employer contacts; 75 percent had submitted a job order and 25 percent received business services. Interviews were completed for 77 percent of the total sample (964 respondents). See more information about the ESS response rate.
  • See the ESS sample break-out by service provided and by location of service (4 planning regions).

Selection Criteria

Employers chosen for the survey are randomly selected each month from the list of employers who have placed a job order on MinnesotaWorks.net or received a visit from a business services specialist during the previous month. Employers are eligible to be selected once every twelve months for the survey. One hundred and forty names are chosen each month; the response rate averages about 75 percent.

Business Services criteria:

  • Employers receiving a visit or consultation (usually in-person) from a DEED business services specialist in the previous month.

Job Order criteria:

  • Employers posting a job order (self-service or DEED staff-assisted) on MinnesotaWorks.net in the previous month.

Measuring Satisfaction

The Minnesota WorkForce Center System primarily uses two indices to express customer satisfaction with its services: the Minnesota Customer Satisfaction Index (MnCSI) and the American Customer Satisfaction Index (ACSI).

Minnesota Customer Satisfaction Index (MnCSI)
The WorkForce Center System uses MnCSI to report program and regional scores. This index may be applied to compare results over time or to compare results between similar groups. MnCSI averages the responses to the first three questions on the survey:

  • What is your overall satisfaction with the services?
  • To what extent have the services met your expectations?
  • How well did the services you received compare with the ideal set of services?

The responses to these questions use a scale of 1 to 10 where “1” is lowest (least satisfied, etc.) and “10” is highest (most satisfied, etc.). Together, these generate a single number, the MnCSI, which varies from 0 to 100 (see formula below). A score of 0 means the customer gave the lowest possible response (1) to all three questions, while a score of 100 represents the highest possible response (10) to all three questions. A score of 70 roughly translates into an average customer response of “7” on two questions and “8” on the third.

The WorkForce Center System uses this because an index made up of responses to two or more questions that ask about the same idea--total satisfaction in this instance--is more stable than simply looking at the responses to a single question. For example, an index is less affected when a customer misunderstands one question.

American Customer Satisfaction Index (ACSI)
The American Customer Satisfaction Index (ACSI), in wide use in the private sector, is very similar to the MnCSI. ACSI was developed by and is the proprietary property of the University of Michigan Business School and the Claes Fornell International Group. The index uses responses to three questions about satisfaction, answered on 1 to 10 scales (these are the same questions used for MnCSI). Answers to the three questions plug into a weighted formula to produce the ACSI score. The three questions are in the public domain and open to use by anyone, as is the general formula for combining them into an index. However, the particular weighting of the questions is based on industry and location and is available only with a license purchased from the University of Michigan Business School.

The WorkForce Center System may use ACSI to report an employer satisfaction score and an aggregated job seeker score (Wagner-Peyser programs - Core Services and Veterans - plus customers of other groups interviewed as part of the same survey).

Use the table below to compare the current 12-month Job Seeker or Employer Satisfaction Survey score to scores (highs and lows in each category) of other organizations that report their customer ACSI. Or see the ACSI website for a more complete listing of industries and organizations.

Reporting period

Industry

ACSI

2010 2nd Quarter

ACSI National Score (38 industries in 9 sectors of the economy)

75.9

2010 2nd Quarter

Parcel Delivery – Express Mail
Federal Express Corporation
U.S. Postal Service – Package & Express


85
77

2010 2nd Quarter

Airlines - Scheduled
Southwest Airlines Corporation
US Airways Group, Inc.
Delta Air Lines


79
62
62