State Services for the Blind (SSB) and the State Rehabilitation Council for the Blind (SRC-B) designed a customer survey to measure the satisfaction of Adjustment to Blindness (ATB) training participants with training completed through SSB ATB vendors. Customers are selected to be surveyed from 30 to 90 days after they have completed ATB training or when their case is closed with SSB, whichever is earlier.
Surveying began in April 2006 with Issues and Answers, an independent survey company, interviewing by phone ATB customers who received services from community rehabilitation programs and individual vendors. In the winter of 2014, SSB and the SRC-B worked to redesign the questionnaire to elicit more helpful survey responses. By fall 2017, SSB moved to just administer a Workforce Development Unit survey on a one-time basis. Starting in 2021, the SSB ATB survey administration was adjusted to collect responses in-house at the Department of Employment and Economic Development (DEED) via Alchemer, DEED’s online survey software system on a quarterly basis. A report is posted annually to help customers make an informed choice when selecting ATB vendors and to help vendors improve their services. Numerical data is posted on ATB providers in the report for those who have a response rate deemed sufficient to yield accurate and representative vendor results which will vary depending on the sample size.
SSB and the SRC-B jointly conduct a review and analysis of the effectiveness of and customer satisfaction with the functions of DEED and the Vocational Rehabilitation services provided by SSB. In 2017, the frequency of conducting the Customer Satisfaction Survey changed to once a year. SSB’s results on the Customer Satisfaction Survey are also computed by the Minnesota Department of Economic Development utilizing the Minnesota Customer Satisfaction Index (MnCSI). Simply put, this index summarizes overall satisfaction with services by applying a formula to the responses for Questions 11, 12, and 13 on the survey. Using the MnCSI makes it possible to compare the customer satisfaction ratings of SSB with those of other agencies in Minnesota and with industry in general.
Contact SSB at 800-652-9000 for a print copy or an alternative format copy of either survey.
