© CFI Group 1 NWS Wind Chill Customer Satisfaction Results: Media Personnel JAG/TI Meeting November 6, 2003

© CFI Group 2 Snapshot of the American Customer Satisfaction Index (ACSI) The #1 national economic indicator of customer satisfaction Compiled by the National Quality Research Center at University of Michigan Since 1994 using methodology licensed from CFI Group Measures 30 industries, 180+ organizations covering 75% of the U.S. economy  Over 70 U.S. Federal Government agencies have used ACSI to measure more than 120 programs/services Advanced methodology quantifiably measures and links satisfaction levels to performance and prioritizes actions for improvement Results from all surveys are published quarterly in The Wall Street Journal

© CFI Group 3 Project Background Target segment: Media personnel, including television and radio broadcasters and print and web reporters. Customers contacted: The National Weather Service provided CFI Group with lists of media contacts, which was supplemented by a list of American Meteorological Society seal holders. CFI Group and the National Weather Service asked the trade associations to assist in publicizing the survey through their printed publications and bulletins. The link to the survey website was distributed by NWS and the cooperating trade associations. Survey method: The survey was conducted online and hosted on CFI Group’s secure server. Response totals: The online survey accepted responses from June 3 through June 30, CFI Group collected a total of 529 completed interviews.

© CFI Group 4 Who Are the Media Respondents? Roughly half of all respondents (49%) have an AMS seal For formal training: 28% have no formal training 24% have some formal training 48% have a Bachelor’s Degree or higher

© CFI Group 5 The Customer Satisfaction Index score is derived from customer responses to three questions in the survey: How satisfied are you overall with the products and services provided by the National Weather Service? To what extent have the products and services provided by the National Weather Service fallen short of or exceeded your expectations? How well does the National Weather Service compare with an ideal provider of weather products and services? These questions are similar to the questions used in all ACSI and CFI customer satisfaction studies. This score is 6 points higher than the 2002 American Customer Satisfaction Index for the Federal Government overall (70). NWS Media Personnel Customer Satisfaction Results The Customer Satisfaction Index score for NWS Media Personnel is… 76 NWS Media Personnel

© CFI Group 6 CSI Comparison across Government Agencies Customer Satisfaction Index (CSI) scores are based on three questions: Overall satisfaction with products and services Products and services compared to expectations Products and services compared to ideal

© CFI Group 7 Frequencies of Survey Questions Do you use the NWS Wind Chill Temperature index? 447 Responses

© CFI Group 8 Frequencies of Survey Questions Were you aware that the NWS Wind Chill Temperature Index had been updated?

© CFI Group 9 Frequencies of Survey Questions Using a scale of 1 to 10, where 1 means not at all useful and 10 means very useful, please rate the accuracy of the updated NWS Wind Chill Temperature Index compared to the previous index.

© CFI Group 10 Frequencies of Survey Questions Using a scale of 1 to 10, where 1 means not at all useful and 10 means very useful, please rate the usefulness of the updated Wind Chill Temperature Index in depicting the impact of wind and cold.

© CFI Group 11 Frequencies of Survey Questions Using a scale of 1 to 10, where 1 means not at all useful and 10 means very useful, please rate the usefulness of the updated Wind Chill Temperature Index in helping you communicate the impact of wind chill to your constituents/your customer base.

© CFI Group 12 Wind Chill Index Mean n = % of respondents use the Wind Chill Index, and 87% knew it had been updated.