Environmental Protection Agency (EPA), Office of Policy Planning and Evaluation
Macro provides the EPA Customer Service program with assistance in customer satisfaction measurement and organizational change. The overarching goals of this project are to develop a program that enables the agency to measure performance systematically from the perspective of the customer and to apply the findings to promote and manage organizational change. Macro is performing several types of tasks in carrying out this project, including developing and testing customer-based performance indicators, performing customer research to validate and measure these indicators, and facilitating workgroups toward the appropriate and meaningful use of the data.
 USAID
Worldwide Employee Survey Support
The U.S. Agency for International Development (USAID) wanted to find out how satisfied its employees throughout the world were with
internal services and to obtain suggestions for improving the work environment.
To obtain this information, Macro conducted a worldwide Internet survey of 8,500 USAID employees. We consulted on the survey design,
administered the survey using the Internet, provided all technical support for the survey, and provided the final dataset for analysis.
Because of the nature of conducting an Internet survey internationally and the limited Internet access of some employees, Macro provided
e-mail and fax as alternative ways to complete the survey. Because of this flexibility, survey returns far exceeded USAID’s response
rate projections.
The Agency gave the Macro project team a formal Letter of Commendation
for Outstanding Performance, noting the high quality of work and
the ability to perform in a very short timeframe. The following
year, we conducted the survey again and obtained an even greater
response rate.
 Customer
Satisfaction Survey
Macro performs quarterly statistical analyses of a customer
satisfaction survey for the Defense Logistics Agency (DLA). We provide
overall results along with results for each of 10 service units.
Our analysis includes basic descriptive statistics, cross-tabulation,
regression and correlation analyses, and cluster and factor analyses
as indicated by our client’s needs. In addition, we provide
the DLA with our proprietary Customer Loyalty Plus® approach,
which allows the client to efficiently set priorities and allocate
resources to improve customer satisfaction. To complement the statistical
analysis, we code respondents’ verbatim comments using Macrosaic©,
which analyzes the comments by frequency, relates the data to the
quantitative data, and generates descriptive reports.
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