TAILIEUCHUNG - Customer Satisfaction Assessment at the Pacific Northwest National Laboratory

The Pacific Northwest National Laboratory (pNNL) is developing and implementing a customer satisfaction assessment program (CSAP) to assess the quality of research and development provided by the laboratory. This report presents the customer survey component of the PNNL CSAP. The customer survey questionnaire is composed of two major sections: Strategic Value and Project Performance.,, | PNNL-13057 ,. . ., CustomerSatisfactionAssessmentatthe “PacificNorthwestNationalLaboratory D. N. Anderson I M. L. Sours ; ,. . :. , March 2000 Preparedfor the . Departmentof Energy under ContractDE-AC06-76RL0 1830 Pacific NorthwestNational Laboratory Richland, Washington 99352 . .% . . .~. . --P -’,, ., -. ~ —.—-— . . . . DISCLAIMER This report was. prepared as an account of work sponsored by an agency of the United States Government. Neither the United States Government nor any agency thereof, nor any of their employees, make any warranty, express or implied, . or assumes any legal liability or responsibility for the accuracy, completeness, or usefulness of any information, apparatus, product, or process disclosed, or represents that its use would not infringe privately owned rights. Reference herein to any specific commercial product, process, or service by trade name, trademark, manufacturer, or otherwise does not necessarily constitute or imply its endorsement, recommendation, or favoring by the United States Government or any agency thereof. The views and opinions of authors expressed herein do not necessarily state or reflect those of the United States Government or any agency thereof. .-. I Portions of this document may be illegible in electronic image products. Images are produced from the best available original ““ document. . PNNL-13057 ., .’ ,, Abstract The Pacific Northwest National Laboratory (pNNL) is developing ~d implementing a . customer satisfaction assessment program (CSAP) to assess the quality of research and ,, development provided by the laboratory. This report presents the customer survey component of the PNNL CSAP. The customer survey questionnaire is composed of two major sections: Strategic Value and Project Performance. Both sections contain a set of questions that can be answered with a 5-point Likert scale response. The strategic value section consists of five questions that are designed to deterinine if a .

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