Cleveland Metropolitan School District

Satisfaction Survey

Thank you for helping CMSD improve our customer service experience. A key component of the Cleveland Transformation Plan is shifting our culture to becoming more service-oriented; improving communication and customer satisfaction. The Cleveland Metropolitan School District's Communicate with HEART program was launched to improve customer service, increase family engagement and ensure satisfaction with your CMSD experience. Tell us about your experience communicating with a District staff member today.

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The questions below are to gather feedback from your experience interacting with a CMSD staff member and/or the department you've indicated. Please take a moment to rate each area below.

Did they smile and warmly greet you?*

Can you share more feedback here to help us improve?

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Did they tell their name, role and/or what to expect?*

What you should experience is a lasting first impression. The staff member you are interacting with should tell you their name, their role, and clearly explain any steps or processes moving forward.


Using the scale below, how well did the CMSD staff member do in this area?

Can you share more feedback here to help us improve?

Did they actively listen and/or assist you?*

You should feel that the staff member heard and understood what you had to say and actively engaged you during your conversation. This can include asking clarifying questions or phrasing your feedback or concerns back to you to ensure they correctly heard what you shared.


Using the scale below, how well did the CMSD staff member do in this area?

Can you share more feedback here to help us improve?

Did they attempt to build relationship/rapport with you?*

Ideally you should feel like the staff member tried to build a connection with you during your interaction, That they understood your feelings or ideas, and communicated that understanding well.


Using the scale below, how well did the CMSD staff member do in this area?

Can you share more feedback here to help us improve?

Did they thank you?*

The staff member should thank you for contacting CMSD and sharing your questions, concerns and/or feedback.


Did the CMSD staff member do well in this area?

Can you share more feedback here to help us improve?

Did they address your concern or provide a clear next step?*

During your interaction, you should feel that the staff member tried to provide information and support to resolve your questions or concerns.


Using the scale below, how well did the CMSD staff member do in this area?

Can you share more feedback here to help us improve?

Did they connect you directly with the appropriate person?*

If the staff member you spoke to could not assist you, they should be able connect you to another who could, either by transferring you to them and/or providing you the appropriate information.


Using the scale below, how well did the CMSD staff member do in this area?

Can you share more feedback here to help us improve?

Did they ask if they may be of further assistance or clearly outline next steps after they thanked you?*

You should feel like the staff member was happy to have helped you and would welcome additional feedback. You should also understand what the next steps will be to resolve any questions or concerns (if applicable).


Did the CMSD staff member ask if additional assistance was needed and ensure you were clear on any next steps?

Please rate your overall experience.*

If you would like someone to follow up with you please provide your email address or phone number:

Your feedback is very important! If you would like to share any additional information about your interaction not already included above, briefly describe how we can provide further assistance, or improve our services, please provide comments below.

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