By regulation, the SHEP survey is not customizable, but the
IMPress tool, SurveyGorilla surveys, and the compliment/complaint
system are approaches to seek immediate and actionable
feedback from customers on the quality of products, customer
support, and transactions. After benchmarking with a previous
recipient of the Casey Performance Excellence Program (CPEP),
C4
V posted collage frames with pictures of the current workforce
in each area above a “comment card” box, inviting immediate
feedback about specific customer-workforce interactions.
Managers check the boxes before the end of each shift, enter the
feedback into PATS and write affirming notes, or talk with those
named in negative feedback. After a pilot period in VHA, this
process was deployed to the NCA and VBA operations. Entry into
PATS enables sharing of strong practices and opportunities for
improvement and informs the training for the next year.