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Figure 13-6. Outcome Measure: Customer Satisfaction with the Quality of Risk Management Services <br />Because Customer Satisfaction data was only provided by Dover, NH a graph was not created for this <br />measure. Currently, the ICMA Center for Performance Measurement is partnered with the National <br />Research Center, which conducts the National Employee Survey (NES), helping jurisdictions measure the <br />performance of their internal services. For more information on the NES, visit our website at <br />icma.org /performance or send an e-mail to cpmmail @icma.org. <br />GOod <br />Fair <br />Poor <br />Excellent <br />CPM 101 <br />Dover NH 42% <br />CPM 101 & Comprehensive* <br />56% <br />2% <br />1% <br />Mean 33% 48° 14% 5% <br />Median 26% 51% 16% 3% <br />CPM 101 Annual Report: FY 2011 Risk Management / 146 <br />Click to view definitions, raw <br />data information, and figure - <br />specific explanatory notes. <br />* Combined mean and median values include non -CPM participants that have participated in The National <br />Employee Survey. <br />OCMA Center for Performance Measurement'" <br />