To all RPEN members,
Last week I had a unique experience. A District Director (Regional Manager) in my agency contacted me and asked what the
agency’s customer satisfaction survey reveals about how they are doing in their district and for what I saw in the data that
would suggest a direction for program improvement. I wish I could say that such a dialogue was commonplace. The reality
is that it is the first time since I started my position five and a half years ago that a District Director got curious about
outcomes from the agency’s customer satisfaction survey and communicated it.
Your experience may be different where you work. Regardless, what can we do to foster curiosity about data and what
can it mean to Vocational Rehabilitation if it is used effectively?
Michael Shoemaker, M.A., CRC, LVRC, CPM
Utah State Office of Rehabilitation
Program Planning and Evaluation Specialist