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.

 
 
 
 
 

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.

 

 
 

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?

 

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?

 

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?

 

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?

 

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?

 

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?

 

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?

 
 

 

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.