Customer Survey quantitative and qualitative questions

OMB # 0648-0342
Expires 12/31/2011

QUANTITATIVE QUESTIONS
Circle the number that indicates your degree of satisfaction.
Not at all
Not
satisfied satisfied

No
Satisfied Extremely
Not
opinion
satisfied applicable

1.

Quality of product/service received

1

2

3

4

5

N/A

2.

Quality of data received

1

2

3

4

5

N/A

3.

Timeliness of response to request

1

2

3

4

5

N/A

4.

Cost of product/service received

1

2

3

4

5

N/A

5.

Courtesy of staff who dealt with you

1

2

3

4

5

N/A

6.

Expertise of staff in dealing with
your needs.

1

2

3

4

5

N/A

7.

Degree that product/service met your
needs

1

2

3

4

5

N/A

8.

Clarity and accuracy of responses from 1
staff to your questions prior to sale

2

3

4

5

N/A

9.

Clarity and accuracy of responses from 1
staff to your questions after sale

2

3

4

5

N/A

10. Ease in reaching correct NOAA
office to deal with your request

1

2

3

4

5

N/A

11. Format of data received

1

2

3

4

5

N/A

12. Documentation of data received

1

2

3

4

5

N/A

13. Description of data in catalogs and
directories

1

2

3

4

5

N/A

14. Accessibility of data desired

1

2

3

4

5

N/A

15. Overall satisfaction with service
received

1

2

3

4

5

N/A

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OMB # 0648-0342
Expires 12/31/2011

16. Overall satisfaction compared with
services/data obtained from private
sector

1

2

3

4

5

N/A

17. Overall satisfaction compared with
services/data obtained from other
Federal agencies

1

2

3

4

5

N/A

Your name and address are requested, but are not necessary for your comments to be considered.
Name:
__________________________________________________________________
Address: __________________________________________________________________

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OMB # 0648-0342
Expires 12/31/2011

QUALITATIVE QUESTIONS
1.

What product/service did you obtain?
products/services it provides)

2.

How did you find out about the product/service?
relevant to the products/services it provides)

3.

What is your affiliation?
G Individual
G University faculty/staff
G NOAA
G State/local government

4.

(Program office may insert boxes relevant to the

(Program office may insert boxes

G Student/teacher K-12
G University student
G Other research institution
G Business/industry
G Other Federal government
G News media
G Other _______________________

How frequently do you request products/services from (sponsoring office)?
G Frequently (>once a month)
G Infrequently (once a year or less)

G Regularly (>twice a year)
G First-time user

5.

Do you have suggestions as to how (sponsoring office) can improve its products or services?
(Program office may insert boxes relevant to the products/services it provides)
_________________________________________________________________________
_________________________________________________________________________

6.

What new products/services would you like to see offered?
boxes relevant to the products/services it provides)

7.

What media/format would you like to see data provided in?
G CD-ROM
G Paper

G On-line
G ASCII file

G 3480 tape
G FTP
G Other ______________________

8.

Will you use our products/services again? G Yes G No

9.

What will be the primary use of the product/service?
G Scientific research
G Education

(Program office may insert

G Business
G Personal

G Legal
G Other
_____________________

Add name and address block from quantitative form if that form will not be used.

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OMB # 0648-0342
Expires 12/31/2011
Paperwork Reduction Act Information: In accordance with Executive Order 12862, the National Performance
Review, and good management practices, NOAA offices seek to determine whether their customers are satisfied
with the services and/or products they are receiving and whether they have suggestions as to how the
services/products may be improved or made more useful. The information will be used to improve NOAA’s
products and services. Responses to this survey are completely voluntary. No confidentiality can be provided for
responses, but you need not supply your name or address. Public reporting burden for this collection of
information is estimated to average ___* minutes per response. Send comments regarding this burden estimate or
any other aspect of this collection of information, including suggestions for reducing this burden, to Sarah Brabson,
CIO-PPA1, Station 9826, 1315 East-West Highway, Silver Spring, MD 20910.
Notwithstanding any other provision of the law, no person is required to respond to, nor shall any person be subject
to a penalty for failure to comply with, a collection of information subject to the requirements of the Paperwork
Reduction Act, unless that collection of information displays a currently valid OMB Control Number.
*The response time for a specific survey will depend upon the subset of questions selected, and will be entered
before the survey’s informal submission to OMB.

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