Measuring and Benchmarking Customer Satisfaction: Implications for Organizational and Stakeholder Accountability

Authors

• Rama Radhakrishna, The Pennsylvania State UniversityFollow

Volume

40

Issue

1

Abstract

Customer satisfaction has become an important performance measurement tool for many organizations, and Cooperative Extension is no exception. Clemson Extension Service conducted a customer satisfaction survey (CSS). A total of 1,068 clients responded to a 14-item survey that elicited data on Extension information use, satisfaction with services, and demographic information. Overall, findings indicated that customers were very satisfied with the service from Clemson Extension, and a majority indicated that the programs were up-to-date, accurate, and relevant to their situations. The CSS findings were benchmarked with two other states in the Southern Region as standards of measurement.

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Recommended Citation

Radhakrishna, R. (2002). Measuring and Benchmarking Customer Satisfaction: Implications for Organizational and Stakeholder Accountability. Journal of Extension, 40(1), Article 11. https://commons.joe.org/joe/vol40/iss1/11