Customer Satisfaction Survey Results Announced
Six Customer Groups Surveyed
Berlin, Vt. – The Department of Liquor and Lottery (DLL) announced the results of its inaugural customer satisfaction survey, with 85% of customers reporting some level of overall satisfaction with the Department. Of the 754 respondents, nearly 20% reported to be very satisfied, 36.42% were satisfied, and 28.37% were somewhat satisfied. Just over 15% of customers indicated that they were dissatisfied with the Department.
“We appreciate the valuable feedback our customers have shared with us in the Department’s benchmark satisfaction survey,” said Wendy Knight, Commissioner of the Department of Liquor and Lottery. “While we are encouraged by the findings that show general satisfaction with the Department, we are most interested in the 15% of respondents who expressed levels of dissatisfaction, as well as the areas where customers have indicated there is room for improvement.”
The extensive survey was uniquely tailored for six customer groups: Vermont Lottery Agents, Vermont Lottery customers, 802Spirits Agents, 802Spirits customers, Liquor Suppliers and Brokers, and DLL Licensees. In addition to unique questions pertaining to each customer group, all customers were asked six core questions:
1. How well does the Department of Liquor and Lottery provide accurate, timely, and useful information?
2. When looking for resources or information, what is the predominant way you contact or connect with the Department?
3. How well does the Department of Liquor and Lottery meet your customer service expectations?
4. How promptly and courteously does Department of Liquor and Lottery respond to your questions or inquires?
5. How well does the Department of Liquor and Lottery address your concerns and offer solutions
to problem solve the issue?
6. Overall, how satisfied are you with the Department of Liquor and Lottery?
The question relating to the Department’s prompt and courteous responsiveness received the highest satisfaction score, ranging from 83% to 70% satisfied, with an average satisfaction rate of 76% across all customers. Of the six customer groups, Lottery Agents were the most satisfied (73.7%) while 802Spirits Agents were the least satisfied (63.57%). The satisfaction rate for all questions across all customer groups was 68.6%.
The annual survey will give DLL valuable insight into how the Department’s customer service levels, communication, and problem-solving abilities are perceived by customers. Survey results will identify areas of potential improvement and inform DLL’s operational practices. Continuously improving customer service and partner relations remains a top priority for DLL.
If you have ideas about how the Department can work to improve its interactions with stakeholders, please contact DLL Director of Communications charles.martin@vermont.gov.
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