2004 Customer Satisfaction Survey (PDF, 566 KB) - TEA - Home ...

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I. INTRODUCTION The Texas Education Agency (TEA) contracted with the Survey Research Center (SRC) of the University of North Texas to conduct a customer satisfaction survey. The customer groups included in the survey included school district superintendents, school district business managers, campus principals and teachers and staff. The purpose of the survey was to assess levels of satisfaction with several dimensions of TEA services including: • Customer contacts with TEA, • Information exchanged with TEA, • The TEA Web site, • Policy issues, and • Overall satisfaction with TEA and service components. Both mail and e-mail were used to notify potential respondents of an Internet survey. Both public schools and charter schools were included in the survey. Survey Research Center, University Of North Texas 1
II. METHODOLOGY Instrument TEA designed the survey instrument with input from SRC staff. Using the 2002 survey as a starting point, TEA enhanced the scope of questions to include performance measures of TEA services and strategic planning issues. SRC reviewed the draft survey instrument and offered suggestions for improvement. After several phone discussions and revisions, the final survey instrument was approved by TEA and is presented in Appendix A. Population Definitions and Sampling Procedures The conceptual population for the survey was all customers served by TEA which included: • Independent School District Superintendent Offices • Independent School District Business Offices • Individual Campuses (including charter schools). Duplicate records were removed. The counts for each of these groups are presented in Table 1. SRC classified each record as to whether or not an e-mail address was included on file. Table 1 Customer Population Estimates Customer Type Population Counts Total With E-mail Address Without E-mail Address ISD Superintendent Offices 1,045 1,045 0 ISD Business Offices 1,254 656 598 Individual Campuses 8,763 4,004 4,759 Charter Schools 720 388 332 Data Collection All data for the survey were collected using the programmed instrument posted on a UNT Web server. Potential respondents were notified about the survey in one of two ways. First, potential respondents with an e-mail address on file were sent an e-mail notification that included a link to the questionnaire posted on the Web. Respondents without an e-mail address on file were mailed a letter that included the Web address where the questionnaire could be accessed. A paper notification was mailed to all business managers and principals with an e-mail address on April 16. On April 20, an e-mail notification was sent to 1,045 superintendents, 656 business managers and 4,004 principals. Both the paper and e- mail notifications included the location where the superintendents, business managers Survey Research Center, University Of North Texas 2
Page 1 and 2: 2004 Survey of Customer Satisfactio
Page 3 and 4: VII. TEA WEBSITE ..................
Page 5 and 6: LIST OF TABLES Table 1 Customer Pop
Page 7: Table 54 Visited TEA Website for Da
Page 11 and 12: There appears to have been some dif
Page 13 and 14: ESC Region 01 02 03 04 05 06 07 08
Page 19 and 20: • ESC Region 01 02 03 04 05 06 07
Page 21 and 22: Table 8 Method of Contacting TEA Fo
Page 23 and 24: Table 9 Method of Contacting TEA Fo
Page 25 and 26: Table 10 Method of Contacting TEA F
Page 27 and 28: Table 11 Method of Contacting TEA F
Page 29 and 30: Table 13 Methods Used to Contact TE
Page 31 and 32: Accountability and Data Quality Tab
Page 33 and 34: School Finance and Fiscal Analysis
Page 35 and 36: Operations and Fiscal Management Ta
Page 37 and 38: Table 21 Methods Used to Contact TE
Page 39 and 40: Table 23 TEA Provides Reliable and
Page 41 and 42: Table 25 TEA is Responsive to E-mai
Page 43 and 44: Process Table 27 Contacts are Usual
Page 45 and 46: Table 29 My Complaint Would be Addr
Page 47 and 48: Principals • The combined percent
Page 49 and 50: Table 32 Overall Satisfaction with
Page 51 and 52: Table 34 Overall Satisfaction with
Page 53 and 54: Table 36 Effectiveness of Electroni
Page 55 and 56: Table 38 TEA Program Guidance/Curri
Page 57 and 58: Table 40 TEA Grant Information is R
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Overall Satisfaction with Informati
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Table 43 Overall Satisfaction with
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VI. TEA STRATEGIC PLANNING Table 47
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VII. TEA WEBSITE Table 48 Visited T
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Table 50 Visited TEA Website for As
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Table 52 Visited TEA Website for Te
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Table 54 Visited TEA Website for Da
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Table 56 Visited TEA Website for Ed
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Table 58 Visited TEA Website for Sc
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Component Ratings Table 60 Easy to
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Table 62 Website Contains Clear Inf
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VIII. OVERALL SATISFACTION WITH TEA
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Table 66 Satisfaction with Standard
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Interventions and Special Investiga
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Strategy and Grants Management Tabl
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Commissioner Table 72 Satisfaction
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Agency Table 74 Overall Satisfactio
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IX. CONCLUSIONS The findings from t
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APPENDIX A: SURVEY INSTRUMENT Surve
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Infrastructure, Information Systems
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F. Overall Satisfaction I am satisf
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APPENDIX B: POLICY ISSUES Survey Re
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TEA Website As a grant accountant f
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Principals: Gifted and Talented Exi
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Too much testing. Observation Proto
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an equity issue in Texas and this i
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certification for this has been dis
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Special Education Testing State Man
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More funding for Alternative School
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nothing to entice new educators in
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Teacher Pay/ Benefits 747 5 Health
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Cutbacks to health insurance for te
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Insisting that all students be in g
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they can better serve the needs of
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I think we have to modify too much
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as the SAT/ACT and additional AP te
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and I feel that quality teaching ha
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ural and inner city schools without
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Teacher Pay/ Benefits Teacher Healt
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We need a TEA contact for librarian
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Accountability With the present acc
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Parental Involvement/ Responsibilit
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use them in the classroom! Not an e
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acceptance, we get students to the
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our district just robs us somewhere
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APPENDIX C: ADDITIONAL COMMENTS Sur
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number of people Please put back th
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demanding quality and accountabilit
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our needs. The feedback I gave you
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TEA - Unknowledgeable / Not Helpful
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Develop and implement accountabilit
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I was very disappointed that I neve
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solutions. I think Region 10 and TE
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It just seems that I have to wade t
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Info - More Accurate / Clear info,
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Testing Requirements The TAKS testi
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TEA - Not Effective / Unrealistic G
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have never happened if this monitor
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TEA must keep itself separate from
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esponsibilities, salaries, procedur
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