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Workforce Investment Act Customer Satisfaction Scores


WIA Customer Satisfaction Scores, Employment & Training Administration (ETA) - U.S. Department of Labor

The Customer Satisfaction Scores for the combined Workforce Investment Act programs are based on the American Customer Satisfaction Index surveys of the participants and employers who utilize the services of these programs. The score is an average of three indicators, not a percentage. The score for Employer satisfaction remained above the annual goal from the quarter ending March 2003 through the quarter ending September 2004, and then dropped below the goal. This was partly due to the fact that the goal had been raised. The score for Participant satisfaction was below the goal until the quarter ending December 2003, and has stayed above it to the present, even though the goal has been increased.