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The assumption was made that the high positive response rate to customer service satisfaction questions was attributable
to the surveys being conducted by auditors, who routinely examine the bingo records of organizations and
the lack of anonymity of the respondents. To determine if survey bias existed in the responses to customer service
questions, the responses to these questions in Region 5 were compared to the responses from Regions 1, 2, 3 and 4.
The comparison indicated no survey bias existed.
Assessment of the quality of customer service provided by the Charitable Bingo Operations Division continues to
be tracked by surveys conducted at the Operator Training Program and Assessment & Assistance Inspections. The
results of data from these surveys validate the findings in the October 1999 survey.
The following are the results from the ongoing surveys related to the quality of customer service:
Average Licenses Pending
Pending licenses are those that are received by the Charitable Bingo Operations Division and are being processed
but cannot be issued for various reasons. Each license application received is thoroughly reviewed to ensure compliance
with the Bingo Enabling Act and Charitable Bingo Administrative Rules. From 1994 to 2001, the average
daily pending licenses declined from 840 per day in 1994 to 178 per day in 2001 - a decline of 78%. We are very
proud of this accomplishment and attribute it to a dedicated staff that strives to issue each application in a timely
manner, the implementation of written procedures, revision of applications and forms, implementation of telephone
and fax amendments, the ability of all staff of Charitable Bingo to communicate with each other and work
together with the ultimate goal of resolving issues as quickly as possible, ongoing training of staff, and the ability
of management and staff to work together to revise systems and procedures to expedite processing. Chart 10
Average Licenses Pending 1994 - 2001 shows the decline per year in pending licenses.
Conductors by County
There are 254 counties in Texas, Charitable Bingo is played in 157 counties. Chart 11, Number of Conductors by
County gives an overview of Charitable Bingo activity in Texas.
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