The 2016-2017 Employer Customer Satisfaction Report is now available.
This is the first report of employer customer satisfaction after a year of using the revised employer survey approved by OMB in 2015. The good news is that this sample of employers are very pleased with the treatment they receive from the sub-grantees and value SCSEP as an important source of employees. The American Customer Satisfaction Index (ACSI) score of 85.5 is extremely high, even for SCSEP. One area of relative weakness is in providing workers who have the skills to begin the job. Employers particularly singled out computer skills, knowledge of the job requirements, and job-specific skills as areas for improvement. Employers were generally comfortable with participants’ soft skills.
The bad news is that grantees still struggle with survey administration and produced very few usable surveys. Over 100 surveys completed by employers were not entered into SPARQ and thus could not be attributed to any grantee, and many of the surveys that were entered into SPARQ were entered improperly. We will provide additional training on the administration of the employer surveys in the near future, but in the meantime, grantees should ensure that its staff and sub-grantees are familiar with the instructions in the Employer Survey Kit.