Download - Texas Lottery

Customer service is an important component of the culture of the Charitable Bingo Operations Division. The
first survey to include an assessment of customer satisfaction was conducted in 1999. Customer satisfaction surveys
are continually conducted at the Operator Training Programs and Assessment & Assistance Inspections that
are ongoing throughout each year.
In October 1999, the first comprehensive licensee survey ever conducted by the Charitable Bingo Division was completed.
The purpose of the survey was multi-facetted: designed to provide information on customer satisfaction, areas of bingo
operations conductor's perceive problematic, game patterns, trends in game operations throughout the state, and other
information relevant to improve Charitable Bingo operations in Texas.
A stratified random sample was drawn from the entire population of 1,547 conductors. Ten-percent (155) of the licensed
conductors were drawn from the population. Conductor/lessor licensees were not excluded from the sample. The percent
of organizations selected via random sample within each region ranged from 8% to 11%, resulting in an average of 10%.
The survey instrument consisted of 33 multiple choice and open-ended questions. The surveys were conducted by telephone.
Auditors conducted the surveys in Regions 1, 2, 3 and 4. A license examiner conducted the surveys in Region 5.
Of the 155 organizations surveyed, 104 responded resulting in a 67% response rate. Of the respondents, 100 were conductors
and 4 were conductor/lessors. Of the 104 respondents, 86 (83%) of the individuals responding to the questions were
primary operators, individuals who should be the most familiar with Charitable Bingo operations.
Responses to the questions dealing with customer service satisfaction were of particular interest. Combined
Excellent and Good responses to these three questions were as follows:
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