Subject: DRS Email 13-007, Employer Satisfaction Criteria

  • Notice No.: 13-007
  • Date: May 7, 2013
  • Applies to: All Employers
  • Subject: DRS Email 13-007, Employer Satisfaction Criteria

DRS is pleased to share the attached Employer Satisfaction Criteria which we developed based on input from you. Last summer we interviewed representatives of 64 employers selected at random. We asked what your expectations were to be a completely satisfied customer. We reviewed the results of those interviews with DRS team members to identify common expectations. The result is the attached Employer Satisfaction Criteria document, comprised of 20 individual satisfaction criteria, grouped into 4 distinct categories. We recently asked those we interviewed to validate these criteria and the responses have been overwhelmingly positive.

Our commitment to you is that all DRS team members who work with you will be guided by this document. Whenever we do not measure up to your expectations, we want you to let us know.

To help collect your feedback, we will ask some of you to rate our performance each quarter. Our plan is to ask a random sample of employers to score us on 4 categories: partnership focused; knowledgeable representatives; effective tools and resources; and timely and relevant communications. Scoring will be on a 1 to 10 scale. We will use your ratings to help us improve our performance and processes. We may also follow up with some of you individually to get more details regarding your responses.

DRS is committed to this process and to your satisfaction as our customers and partners. Please do not hesitate to call us if you have questions or concerns. We look forward to hearing from you!