Foreign Service Officer: ORAL ASSESSMENT STUDY GUIDE
Foreign Service Officer: ORAL ASSESSMENT STUDY GUIDE
Foreign Service Officer: ORAL ASSESSMENT STUDY GUIDE
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Sinclair, Steven<br />
From:<br />
Sent:<br />
To:<br />
Subject:<br />
Patience Strong [strong_patience@state.gov]<br />
Monday, June 13, 2007 3:03 PM<br />
Steven Sinclair [sinclair_steven@state.gov]<br />
Customer service survey results<br />
Steve,<br />
The results of our customer satisfaction survey are back and I’m not sure what to make of them.<br />
As you’ll recall, we made surveys available for all individuals who came into the Embassy and<br />
used our services between March 15 th and May 30 th . We asked five questions (see below), and<br />
then left space for additional comments (I will get you a summary of these comments shortly).<br />
According to the firm who compiled the data, they typically see ratings of between 75% and<br />
80% in the kind of customer service work we do. Based on my experience, anything below 50%<br />
is likely to raise eyebrows in Washington. Let me know what you think.<br />
Patience<br />
% Rating “Very Good” or “Excellent”<br />
Survey Item<br />
American Citizens<br />
<strong>Service</strong>s<br />
Visa <strong>Service</strong>s<br />
1. Overall quality of service provided 75% 65%<br />
2. Speed of service provided 93% 42%<br />
3. Friendliness and helpfulness of service 55% 70%<br />
4. Knowledge of Embassy worker 82% 74%<br />
5. Respectfulness of treatment 47% 69%
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