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 employee today.

Date

mm/dd/yyyy

You are a:

Enter the name of the person you contacted:

Select the department or school you were contacting:

Provide a brief description of the situation:

Did the educator: Smile and greet you warmly?

A smile and warm tone of voice are universal and appreciated by all cultures.

Yes

n/a

Did the educator: Tell their name, role and/or what to expect?

To create a lasting first impression, tell your name, role, and clearly explain steps or processes. This identifies our role, creates accountability, and sets realistic expectations.

Yes

n/a

Did the educator: Actively listen and/or assist?

Active listening is a conscious step in order to communicate effectively. We should be physically, mentally, and emotionally present with patients, visitors, and fellow caregivers.

Yes

n/a

Did the educator: attempt to build Relationship/rapport?

Creating a personal connection with a scholar, visitor or fellow educator creates an opportunity to keep scholars first and demonstrates that we are invested in more than just the classroom.

Yes

n/a

Did the educator: Thank you?

Our "thank you" should be sincere, effective and timely. It demonstrates that we appreciate the person's feedback and allows us to continually improve.

Yes

n/a

Did the educator: Address your concern or provide a clear next step?

“Point of contact is point of response” where the first person you contact should either address your concern or or provide a clear next step.

Yes

n/a

Did the educator: Connect you directly with the appropriate person?

“Warm transfer” where the person connects you directly with the appropriate person if they cannot resolve your issue, and introduces you and your situation.

Yes

n/a

Did the educator: Ask if they may be of further assistance or clearly outline next steps after they thanked you?

“Follow-up” where they either thank you after addressing your concern and ask if they may be of further assistance, or they clearly outline steps they will take to resolve your issue and how they will communicate with you until the issue is resolved.

Yes

n/a

To request a follow-up to your experience, please provide your name below

Your contact information:

To request a follow-up to your experience, please provide your email address or phone number:

Comments or Notes from Interaction

Please share any additional information about the interaction, or briefly describe how we can provide further assistance and improve the customer experience.

Source

Email Survey

Kiosk Survey

QR code

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