PY 2006 customer satisfaction survey weights

Accessible letter PDF: https://www.dol.gov/sites/dolgov/files/ETA/advisories/TEGL/2007/TEGL01-07acc.pdf

CLASSIFICATION
      EMPLOYMENT AND TRAINING ADMINISTRATION         ACSI
                  ADVISORY SYSTEM                    CORRESPONDENCE SYMBOL
             U.S. DEPARTMENT OF LABOR                OWI/DAS
                Washington, D.C. 20210               DATE
                                                     July 3, 2007


TRAINING AND EMPLOYMENT GUIDANCE LETTER NO. 1-07

TO:              ALL STATE WORKFORCE AGENCIES
                 ALL STATE WORKFORCE LIAISONS

FROM:            EMILY STOVER DeROCCO /s/
                 Assistant Secretary

SUBJECT:         Updated Table of Weights for Use in Calculating State-Level
                 American Customer Satisfaction Index (ACSI) Scores for the
                 Participant and Employer Customer Satisfaction Surveys

1. Purpose. To provide states with the Program Year (PY) 2006 ACSI Table of
   Weights and to alert states to the possibility of new customer survey plans for
   PY 2007.

2. References. Workforce Investment Act of 1998 (WIA), Section 136; WIA Final
   Rule 20 CFR Part 666; Training and Employment Guidance Letter (TEGL)
   No. 17-05 (“Common Measures Policy for the Employment and Training
   Administration’s (ETA) Performance Accountability System and Related
   Performance Issues,” February 17, 2006)

3. Background. The Department uses the ACSI to meet the customer
   satisfaction measurement needs of WIA. The ACSI survey approach captures
   common customer satisfaction information that can be aggregated and
   compared at different levels. Please refer to the WIA Information
   Management System data collection package (OMB No. 1205-0420) for
   information on creating and administering the ACSI at the state level.
   Specifically, “Guidance on Capturing Customer Satisfaction Results” is found
   on the ETA Web site at
   http://www.doleta.gov/performance/guidance/WIA/Guidance-Collecting-
   Customer-Satisfaction-Data-Expires-02282009.doc

   The ACSI is a weighted score computed from the customer responses to a
   small set of required questions with the weighted factors based on the relative
   distribution of ACSI respondent data for non-regulatory federal


RESCISSIONS                                        EXPIRATION DATE
                                                   CONTINUING
TEGL No. 10-05


   agencies, previously collected and analyzed by the University of Michigan
   and the Claes Fornell International Group (CFI). The ACSI trademark is
   proprietary property of the University of Michigan and CFI. New weighting
   factors are published annually by the Department.

4. Future Plans. For PY 2007, ETA is in the process of considering other survey
   tools for WIA customer satisfaction measures and will advise states of a
   decision in the near future.

5. ACSI Table of Weights. Updated weights were calculated for use in PY 2006
   by a statistical algorithm in order to minimize random survey variation or
   measurement errors that exist in all survey data. The weights listed in the
   attachment are to be used by a state in computing performance on the ACSI
   for employers and participants and for the Annual Report for PY 2006.

6. Calculating DOL ACSI Scores by Using the Weights. The weights for the 50
   states plus the District of Columbia are shown on the following table. The
   ACSI scores of different states for DOL service are calculated by the weighted
   sum of the three ACSI question means (measured on 1-10 scales) transformed
   to 0-100 scale values.

   For example, if the mean values of the three ACSI questions for a state are:

      Overall satisfaction                         8.3
      Confirmation/disconfirmation of expectations 7.9
      Comparison to ideal                          7.0

  These mean values from raw data must first be transformed to the values on
  the 0-100 scale. This is done by subtracting 1 from the mean values, dividing
  the result by 9, which is the value range of the 1 to 10 raw data scale, and
  multiplying by 100.

  0 to 100 Overall Satisfaction = ((8.3 - 1)/9) x 100=81.1
  0 to 100 Confirmation/disconfirmation of expectations = ((7.9-1)/9) x 100=76.7
  0 to 100 Comparison to ideal = ((7.0-1)/9) x 100=66.7

  The ACSI score for this state as the weighted sum of these values would be:
  (.3535 x 81.1) + (.3126 x 76.7) + (.3339 x 66.7) = 74.9 (rounds to 75)

7. Action Required. States shall distribute this guidance to all officials within
   the state who need such information to implement WIA customer satisfaction
   measures.


8. Inquiries. Questions concerning this issuance may be directed to the
   appropriate Regional Office.

9. Attachment. ACSI Formula Weights for PY 2006

Attachment 1 PDF: https://www.dol.gov/sites/dolgov/files/ETA/advisories/TEGL/2007/TEGL01-07a1.pdf

Attachment- ACSI Formula Weights for PY 2006
                     Satisfaction    Confirm       Ideal
                       (SATIS)      (CONFIRM)     (IDEAL)
 Aggregate             0.374999      0.368321     0.364264
 State
 Alabama              0.364864368    0.34643244   0.2887032
 Alaska               0.425920768    0.33648707   0.2375922
 Arizona              0.364177518    0.34443157   0.2913909
 Arkansas              0.37150193    0.33678779   0.2917103
 California           0.341239052    0.34800573   0.3107552
 Colorado             0.341284711    0.35008581   0.3086295
 Connecticut          0.366805561    0.35004106   0.2831534
 Delaware             0.578057113    0.21444808   0.2074948
 DC                   0.300938464    0.43234843   0.2667131
 Florida              0.346515271    0.34363039   0.3098543
 Georgia               0.34023481    0.38966448   0.2701007
 Hawaii               0.353816935    0.38236479   0.2638183
 Idaho                0.351922342    0.33221392   0.3158637
 Illinois             0.353874065    0.33957869   0.3065472
 Indiana              0.377745842    0.31967901   0.3025751
 Iowa                  0.34391741     0.3488492   0.3072334
 Kansas               0.374503436    0.36090435   0.2645922
 Kentucky             0.362264445    0.33007764   0.3076579
 Louisiana            0.356892444    0.34502976   0.2980778
 Maine                0.374515959    0.35390503    0.271579
 Maryland             0.341464718     0.3477691   0.3107662
 Massachusetts        0.346323945    0.37404544   0.2796306
 Michigan             0.353498066    0.31264092    0.333861
 Minnesota            0.398722197    0.31891762   0.2823602
 Mississippi          0.337436729    0.41303192   0.2495314
 Missouri              0.35753345    0.33443043   0.3080361
 Montana               0.35828568    0.31942174   0.3222926
 Nebraska             0.328538243    0.33608298   0.3353788
 Nevada               0.399645158    0.31489733   0.2854575
 New Hampshire        0.412161374     0.2999308   0.2879078
 New Jersey           0.366616476    0.33422992   0.2991536
 New Mexico           0.324338542    0.34063776   0.3350237
 New York             0.355478311    0.36066391   0.2838578
 North Carolina       0.353504148    0.35236368   0.2941322
 North Dakota         0.330992496     0.3785269   0.2904806
 Ohio                 0.349747829    0.34615884   0.3040933
 Oklahoma             0.344455616    0.35174887   0.3037955
 Oregon               0.385056758     0.3435059   0.2714373
 Pennsylvania         0.353584724    0.33535497   0.3110603
 Rhode Island         0.430805896    0.30088053   0.2683136
 South Carolina       0.376327605    0.32129475   0.3023776
 South Dakota         0.370651594    0.30740625   0.3219422
 Tennessee            0.375459181    0.33890761   0.2856332
 Texas                 0.35748245    0.34771252    0.294805
 Utah                 0.358459823    0.33227695   0.3092632
 Vermont               0.33106667    0.32307166   0.3458617
 Virginia              0.33743598    0.33610819   0.3264558
 Washington           0.339103084    0.34491121   0.3159857
 West Virginia        0.359463152     0.3189533   0.3215835
 Wisconsin            0.353703932    0.32458964   0.3217064
 Wyoming              0.382370742    0.30563076   0.3119985