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  April 25, 2015  
Best PracticesBrowseCustomer ServiceCustomer Satisfaction Survey   

Customer Service


Customer Satisfaction Survey

Customer satisfaction surveys have been conducted each season since 1992. The latest program consisted of three surveys geared toward three major facility areas: campgrounds, resort lodge & cottage operations, and day use facilities. The survey instruments focus on customer satisfaction with various aspects of those three areas, such as cleanliness of a specific building or area, the condition of that building or area, and the helpfulness of the employees at those facilities.

This data provides specific feedback on park operations and identifies where improvements are needed. The survey was conducted during the primary operating season, May through October. For the first time, an on-line version of the survey was posted on the Ohio State Parks website for customer convenience. Visitors were asked to rate their satisfaction with various facility and service categories on a five point scale ranging from excellent (5) to unacceptable (1).

A total of 11,861 surveys were returned, with 91.8 percent of respondents rating their overall visit as excellent or good. Overall average ratings were calculated for each facility area. Visitors were also asked to provide comments on facilities and services. This valuable feedback allowed park managers to make continuous improvements throughout the season, and provided insight on customer needs and wants for future planning. Demographic information was also collected to help determine visitor characteristics. This information can be used for targeted marketing efforts and planning for future amenities and services.

Parks that received the highest ratings for each type of facility listed in the surveys were recognized with the Service Excellence Award. The ratings for each facility type were averaged, and the parks with the highest average rating from 100 or more surveys received the awards.


Patti Barnett
Marketing Manager
Ohio State Parks

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