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Veteran surveys and customer satisfaction feedback

0:57:49

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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,

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Long-term needs assessment and DVS intake process

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New VetConnect platform for improved data reporting