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Q&A
Veteran surveys and customer satisfaction feedback
0:57:49
·
84 sec
The discussion covers DVS's approach to gathering feedback through veteran community surveys and customer satisfaction surveys via VetConnect NYC.
- Commissioner Hendon mentions a four-year rhythm for conducting veteran community and family surveys.
- Michael Bokini explains that customer satisfaction surveys are sent to everyone who contacts DVS through VetConnect NYC.
- The most recent batch of surveys received 43 responses out of 73 opened emails.
- Council Member Holden notes that people are more likely to respond to surveys when dissatisfied or when service exceeds expectations.
James Hendon
0:57:49
We already performed the survey.
0:57:51
I'd argue that our current, which we already do as a four year battle rhythm, a four year rhythm of the veteran community and family survey, that that kind of Could you do a phone survey, for instance?
0:58:03
Right now, we use Mission VetCheck as a way to reach out to folks, but right now, I don't this is backed up.
0:58:08
I'm worried about us doubling or tripling, like, to do the same thing in different ways.
0:58:13
I I just want to careful with our resources.
0:58:15
That's all I'm saying, mister Cherry.
0:58:16
Yeah.
Michael Bokini
0:58:16
We do send a survey to everybody that contacts us through VetConnect NYC, so we follow-up with them in that way.
Robert F. Holden
0:58:23
In the way of what?
0:58:24
How do you reach
Michael Bokini
0:58:25
A customer service satisfaction service.
0:58:27
We
Robert F. Holden
0:58:27
email Customer satisfaction, okay.
0:58:29
And what's the response on that, did you say?
Michael Bokini
0:58:33
We have it with us.
0:58:34
So so the the last one that we did, we did a batch, and we received 43 responses out of a total of 73 that were opened.
0:58:51
Know, you send an email, people don't always open it up.
0:58:53
Yeah.
0:58:54
But but it is limited to those who've already accessed
Robert F. Holden
0:58:56
our I'm one of I do I do answer surveys when I'm dissatisfied, you know, mostly.
0:59:02
And because I'm angry, you know.
0:59:04
But if I'm satisfied, yeah, unless the person went way above and beyond in helping me, probably wouldn't.
0:59:13
So,