Clearinghouse Effectiveness and Satisfaction
Macro is responsible for managing, staffing, and operating the SAMHSA National Clearinghouse for Alcohol and Drug Information (NCADI), the Nation's leading source of information on substance abuse prevention, education, and treatment. For this 5-year contract, Macro regularly collects data on clearinghouse operations and customer satisfaction, including an automated online survey of visitors to the PREVLINE Web site. We also monitor call-center inquiries and question random sets of callers to obtain customer satisfaction information. The resulting data are used in evaluations of our services and quality improvement programs. The semiannual Federal fee evaluations have an average cumulative score of 97 percent.

Foreign Language and Small Business Satisfaction Study
From 2000 to 2001, Macro assisted a large telecommunications firm in tracking customer satisfaction by conducting multilingual, international, and small business studies. Macro carried out a Spanish/English tracking study for consumers of the firm's long distance services, conducting 1,000 interviews a month. We also conducted an ongoing study with the firm's foreign language customers in their native language, including Cantonese, Mandarin, Japanese, Korean, Vietnamese, and Russian. Finally, we conducted a study of small business customers to examine several measures, including satisfaction with the service, complaint resolution, and customer representative service attributes.

Paratransit Telephone Survey
In 2001, Macro conducted the Paratransit Customer Satisfaction Study of users of the Paratransit system. Through our research, we tracked changes in satisfaction with Access-A-Ride services and determined and assessed reasons for changes in satisfaction. A total of 2,300 telephone interviews were conducted. Macro wrote a topline report and full report that included trend-line analysis.

Customer Satisfaction Web Reporting System
From 2000 to 2002, Macro provided a secure Web reporting system to help track customer satisfaction for a premium ice cream manufacturer. The system, which queries a database of customer satisfaction interviews, features a simple, easy-to-use interface that allows the user to select from a total of 40 pre-defined reports. Each selection can be refined by setting beginning and ending dates so the user can focus on the data that are of most interest. Macro designed the system to be fast and easy to learn. It has been widely adopted by employees without the need for any user training.