Program Year 2005 ACSI customer satisfaction score weights

Signed letter (https://www.dol.gov/sites/dolgov/files/ETA/advisories/TEGL/2005/TEGL10-05.pdf):

EMPLOYMENT AND TRAINING ADMINISTRATION ADVISORY SYSTEM
U.S. DEPARTMENT OF LABOR
Washington, D.C. 20210
CLASSIFICATION: ACSI
CORRESPONDENCE SYMBOL: OWI
DATE: December 22, 2005

TRAINING AND EMPLOYMENT GUIDANCE LETTER NO. 10-05

TO: ALL STATE WORKFORCE AGENCIES
    ALL STATE WORKFORCE LIAISONS
FROM: EMILY STOVER DeROCCO, 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
RESCISSIONS: [blank]
EXPIRATION DATE: CONTINUING

1. Purpose. To provide states with the Program Year (PY) 2005 ACSI Table of Weights.

2. References. Workforce Investment Act of 1998 (WIA), Section 136; WIA Final Rules, 20 CFR part 666; and Training and Employment Guidance Letter (TEGL) No. 7-99 (“Core and Customer Satisfaction Performance Measures for the Workforce Investment System;” March 3, 2000).

3. Background. The Department uses the ACSI to meet the customer satisfaction measurement needs of the 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.

The ACSI is a weighted index score computed from the customer responses to a small set of required questions, with the weighting factors based on the relative distribution of ACSI respondent data for non-regulatory federal 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 will be published annually by the Department.

4. ACSI Table of Weights. Updated weights were calculated for use in PY 2005 by a statistical algorithm in order to minimize random survey variation or measurement error that exists in all survey data. The weights listed in the attachment are to be used by each state in computing performance on the ACSI for employers and participants for the WIA Annual Report for PY 2005.

5. Applying the Weights in the Calculation of the ACSI. The ACSI scores represent the weighted sum of the three ACSI questions’ values which are transformed into 0 to 100 scale value. The weights are applied to each of the three questions to account for differences in the characteristics of the state’s customer groups. For example, assume the mean values of three ACSI questions for a state are:

A. Overall Satisfaction = 8.7
B. Met Expectations = 8.3
C. Compared to Ideal = 8.6

Then, these mean values from raw data must first be transformed to the value on a 0 to 100 scale.

This is done by subtracting 1 from these mean values, dividing the results by 9, the value of range of a 1 to 10 raw data scale, and multiplying the whole by 100:

A. Overall Satisfaction = (8.7 - 1)/9 x 100 = 85.6
B. Met Expectations = (8.3 - 1)/9 x 100 = 81.1
C. Compared to Ideal = (8.6 - 1)/9 x 100 = 84.4

The ACSI score is calculated as the weighted averages of these values. Assuming the weights for the example state are 0.3562, 0.3424, and 0.3014 for questions A, B, and C, respectively; the ACSI score for the state would be calculated as follows:

(0.3562 x 85.6) + (0.3424 x 81.1) + (0.3014 x 84.4) = 83.7

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

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

8. Attachment. ACSI Formula Weights for PY 2005.

Attachment (https://www.dol.gov/sites/dolgov/files/ETA/advisories/TEGL/2005/TEGL10-05_Attach1.pdf):

Attachment


                   ACSI Formula of Weights by State -- PY 2005

State Name   Overall Satisfaction    Expectations Confirmation   Compare to Ideal
AK                  0.3947                     0.3825                 0.2228
AL                  0.3267                     0.3643                 0.3090
AR                  0.3764                     0.3274                 0.2962
AZ                  0.3540                     0.3450                 0.3010
CA                  0.3644                     0.3459                 0.2897
CO                  0.3539                     0.3427                 0.3035
CT                  0.3457                     0.3724                 0.2819
DC                  0.3809                     0.3154                 0.3037
DE                  0.3984                     0.3246                 0.2770
FL                  0.3719                     0.3378                 0.2903
GA                  0.3371                     0.3484                 0.3146
HI                  0.4171                     0.2830                 0.2999
IA                  0.3758                     0.3491                 0.2751
ID                  0.3557                     0.3420                 0.3023
IL                  0.3638                     0.3385                 0.2978
IN                  0.3603                     0.3420                 0.2977
KS                  0.3736                     0.3313                 0.2951
KY                  0.3826                     0.3186                 0.2988
LA                  0.3459                     0.3415                 0.3125
MA                  0.3599                     0.3315                 0.3086
MD                  0.3682                     0.3431                 0.2888
ME                  0.3707                     0.3425                 0.2868
MI                  0.3568                     0.3564                 0.2868
MN                  0.3538                     0.3497                 0.2966
MO                  0.3435                     0.3472                 0.3093
MS                  0.3607                     0.3386                 0.3007
MT                  0.4041                     0.3093                 0.2866
NC                  0.3566                     0.3109                 0.3325
ND                  0.2866                     0.3928                 0.3206
NE                  0.3131                     0.3629                 0.3241
NH                  0.3544                     0.3298                 0.3158
NJ                  0.3500                     0.3686                 0.2814
NM                  0.3657                     0.3547                 0.2797
NV                  0.2956                     0.3462                 0.3582
NY                  0.3544                     0.3379                 0.3077
OH                  0.3509                     0.3538                 0.2954
OK                  0.3591                     0.3521                 0.2888
OR                  0.3698                     0.3492                 0.2810
PA                  0.3643                     0.3375                 0.2982
RI                  0.3463                     0.3747                 0.2790
SC                  0.3427                     0.3441                 0.3132
SD                  0.4168                     0.3220                 0.2611
TN                  0.3411                     0.3339                 0.3250
TX                  0.3503                     0.3309                 0.3188
UT                  0.3638                     0.3260                 0.3102
VA                  0.3662                     0.3502                 0.2837
VT                  0.3503                     0.3421                 0.3076
WA                  0.3458                     0.3602                 0.2940
WI                  0.3484                     0.3503                 0.3013
WV                  0.3809                     0.3286                 0.2905
WY                  0.3475                     0.3521                 0.3005

Aggregate           0.3562                     0.3424                 0.3014