Customer Satisfaction - WorkForce Center System

How We Measure 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:

1. What is your overall satisfaction with the services?
2. To what extent have the services met your expectations?
3. 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.

Formula:

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.