To support the Arizona Department of Education’s (ADE) focus on serving customers and improving internal effectiveness, the Organizational Development Division facilitates a series of annual surveys. The External Customer Surveys are aimed at assessing the education community’s satisfaction with ADE services and support. Internal Customer Surveys measure ADE staff’s perception of the effectiveness of internal support services. The Employee Satisfaction Survey addresses employee satisfaction in a number of key areas (general job satisfaction, i.e. communication, support, job and general satisfaction). Feedback provided from all ADE surveys is used to drive improvements in services and work culture.
External Customer Surveys
External Customer Satisfaction Surveys are distributed annually, October through May. The surveys are distributed via email with an online link to individuals identified as direct customers of the specific ADE program areas. The purpose of these surveys is to measure external customer satisfaction with services, and to identify issues, problems and opportunities for improvement.
Respondents are asked to rate satisfaction with aspects of service using a five-point scale, with an item requesting an overall satisfaction rating. One additional item provides the opportunity to give comments. It asks respondents to identify how the specific program area may improve its products/services. To ensure candid feedback is provided, survey results are returned to the Organizational Development staff. No specific information about the customer is revealed to program area staff. At the conclusion of the survey process, the specific program area receives a report (including sanitized comments) that may be used to develop a plan of action for improving service and building relationships.candid feedback, survey results will be returned to our Organizational Development staff. No specific information about your school(s) will be revealed to program staff candid feedback, survey results will be returned to our Organizational Development staff. No specific information about your school(s) will be revealed to program staff
Internal Customer Surveys
The Internal Customer Satisfaction Survey cycle also runs October through May. These surveys are distributed to all ADE staff (or specified group of employees, e.g. Leadership Team) as appropriate. The purpose of the surveys is to measure internal customer satisfaction on internal program services, and to identify issues, problems and opportunities for improvement. Internal customers are asked to rate their satisfaction with service using a five point scale, with an additional item requesting an overall satisfaction rating.
The data collection process entails distributing a confidential, online survey to ADE staff (as specified). Respondents are asked to give feedback (closed and open-ended) on internal support services provided.
Individual reports with previous year’s results are provided to the surveyed program areas for comparison purposes. As with External Customer surveys, program areas are encouraged to use the information to develop action plans that focus on improvement opportunities identified in customer feedback.
Employee Satisfaction Survey
The Employee Satisfaction Survey (distributed in February) is designed to measure employee satisfaction on current work culture, and to identify issues, problems and opportunities for improvement. The data collection process for the Employee Satisfaction Survey entails distribution of a confidential, online survey to all ADE employees (including Full Time Employees (FTE), contractors, temporary and part-time employees). Respondents are asked a series of questions (closed and open-ended), designed to reveal consensus of opinion on issues, problems, what is currently working well and improvement opportunities.
Feedback from these annual surveys is used in defining ADE Strategic Plan goals, objectives and strategies. For the ADE-wide report, a series of charts present current and previous fiscal year data results for each survey item. Additionally, a table with summarized, sanitized comments (current and previous fiscal year) are provided for each survey item (no comments are provided for the demographic item). The ADE-wide report is distributed to all employees. Program-specific reports are provided to leadership for their respective program area(s). These reports provide ratings data points and sanitized comments for the current and previous two fiscal year surveys.