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Customer Satisfaction Report
October 1, 2000 - March 31, 2001 (First & Second Quarters FY2001)
Access by Walk-in Customers to Commission Staff
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During the reporting period, the FCC's Reference Information Center (RIC) had 6,557
visitors requesting public Commission information. All visitors were met with an
informed and courteous staff and were provided with information that was readily
available within 30 minutes. In instances where the information was not available,
customers were apprised of the status of their requests and were told when they could
expect to receive their requested information.
Telephonic Inquiries to Commission Staff
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Telephone Inquiries referred to the Consumer Information Bureau over the 1-888-CALL-
FCC or TTY 1-888-TELL-FCC were handled by the Consumer Centers' staff.
Consumers were given the utmost attention and consideration regarding their specific
inquiry. During the reporting period, over 460,000 inquiries were received and resolved.
Of these, 160,000 were resolved by the Consumer Centers' staff within two business
days. The remaining 300,000 inquiries were handled by our automated response system.
The FCC Web Site will Have a Clear and Consistent User Interface that Provides Straightforward, Timely Access to FCC Information
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The FCC has conducted a formal evaluation of its public web site and has developed
recommendations for design changes that will increase uniformity across the bureau and
office pages and will allow the public to more quickly and easily retrieve FCC
information. The recommendations were based on an expert third-party review,
interviews with internal and external users of the site, and public comments received in
response to a public notice requesting comments on the site. An inter-office internet
working group is evaluating the final report's recommendations and templates for new
page designs. The new design is tentatively scheduled to be introduced in stages this
spring.
E-Mail: General and Status Inquiries
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E-Mail inquiries sent to FCCINFO@FCC.GOV were immediately acknowledged by the
Consumer Information Bureau with an automated response. During this reporting period
29,998 inquiries were received, the majority of which were resolved within 2 business
days and the remaining completed within 20 business days. The Bureau is actively
pursuing technology that will provide enhanced reporting capabilities and allow
verification of our customer responses. The staff of other Bureaus/Offices acknowledged
status inquiries within two business days 97% of the time, and provided full responses to
complex inquiries within 20 business days 99% of the time.
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