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

1. NWS Wind Chill Customer Satisfaction Results:Media PersonnelJAG/TI MeetingNovember 6, 2003

2. Snapshot of the American Customer Satisfaction Index (ACSI) • The #1 national economic indicator of customer satisfaction • Compiled by the National Quality Research Centerat University of Michigan Since 1994 usingmethodology 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

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 e-mail 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, 2003. CFI Group collected a total of 529 completed interviews.

4. Who Are the Media Respondents? Roughly half of all respondents (49%) have an AMS seal For formal training:28% have no formal training24% have some formal training48% have a Bachelor’s Degree or higher

5. NWS Media PersonnelCustomer Satisfaction Results 76 • The Customer Satisfaction Index score for NWS Media Personnel is… NWS Media Personnel • 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).

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

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

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

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.

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.

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.

12. Wind Chill Index Mean n = 447 90% of respondents use the Wind Chill Index, and 87% knew it had been updated.