Sacramento County Customer Service Survey Sacramento County Customer Service Survey Question Title * 1. Which best describes you? Receive child support payments Make child support payments Question Title * 2. If you receive child support payments, how do you receive payments? EFT/Direct deposit EPC child support debit card Check Other Other (please specify) Question Title * 3. If you pay child support payments, how do you make your payments? Through employer In person at DCSS By mail to State Disbursement Unit (SDU) Other Other (please specify) Question Title * 4. Do our current hours of 8:00 am - 5:00 pm meet your needs? Yes No Question Title * 5. Tell us which hours would be better for you: Phone Lobby Question Title * 6. Were you able to get the information you needed without speaking with a child support representative or sending a message to your case worker? Yes No Question Title * 7. If not, please tell us why you were not able to resolve your issue without contacting a child support representative? I needed case specific information that wasn’t available on the automated phone system or self-service website. I prefer to speak to a person I couldn’t find my answer on the automated phone system or self-service website. Other Other (please specify) Question Title * 8. How satisfied are you with the service provided by our child support representatives? Very Satisfied Satisfied Unsatisfied Very Unsatisfied Question Title * 9. Rate the child support representatives on the following: Strongly Agree Agree Disagree Strongly Disagree They are polite They are polite Strongly Agree They are polite Agree They are polite Disagree They are polite Strongly Disagree They are helpful They are helpful Strongly Agree They are helpful Agree They are helpful Disagree They are helpful Strongly Disagree They explain things clearly They explain things clearly Strongly Agree They explain things clearly Agree They explain things clearly Disagree They explain things clearly Strongly Disagree They treat me with respect They treat me with respect Strongly Agree They treat me with respect Agree They treat me with respect Disagree They treat me with respect Strongly Disagree Question Title * 10. Are you satisfied with the amount of time it takes to reach a representative on the phone? Yes No N/A Question Title * 11. Are you satisfied with the amount of time it takes a representative to respond to your inquiries on the self-service website (Customer Connect)? Yes No N/A Question Title * 12. When did you receive a response to your inquiry through Customer Connect? Immediately 1 business day 2 business days 3 business days More than 3 business days N/A Question Title * 13. Are you satisfied with the amount of time it takes a representative to assist you in our office? Yes No N/A Question Title * 14. Prior to your office visit, did you try to resolve your issue by speaking with a representative on the phone or through the self-service website (Customer Connect)? Yes No N/A Question Title * 15. How long did it take to resolve the latest issue you contacted us about? It was resolved immediately Less than one business day 2-3 business days 4-5 business days More than a week More than a month Issue is still not resolved Question Title * 16. Thinking about the last time you contacted us, did the representative: (select all that apply) Quickly identify the issue Seem knowledgeable Seem competent Help you understand the cause and possible resolution of your issue Offer options Handle your issue with professionalism Question Title * 17. If your issue required the representative to get back to you, did he/she get back to you when promised? Yes No My issue did not require the representative to contact me again. Question Title * 18. Please provide the name of any member of our Sacramento County DCSS staff who was especially helpful so that we may share your appreciation with them. Question Title * 19. How were they helpful? Question Title * 20. If you were dissatisfied with our service, please tell us why. Question Title * 21. How would you evaluate your overall satisfaction with the County of Sacramento DCSS? Outstanding Good Average Fair Poor Question Title * 22. Please provide any suggestions you have which would help us improve our service. Question Title * 23. Optional Information Name Case Number Daytime Phone Number Question Title * 24. I would like to be contacted about the customer service I received. Yes No Question Title * 25. I have provided my contact information above so I can be contacted about the service I received. The best time to call me is: Done