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NIST GCR 05–873
Customer Satisfaction Findings from the Advanced Technology Program’s
Survey of ATP Applicants 2002
5. Applicant
Satisfaction
with ATP Staff
The Advanced Technology Program (ATP) aims to make the proposal
process a smooth one
for applicants. Applicants can contact ATP staff with questions about the
process. The Survey
of ATP Applicants 2002 collected information about applicants’ satisfaction
with ATP staff
responses to their questions.
Respondents
were asked whether they had contacted ATP staff with questions
about their application. Those who had contacted ATP were
asked to indicate how satisfied they were with the:
- courtesy
of the staff
- promptness
of the service
- help in
resolving problems or issues
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Almost two-thirds of the
2002 applicants contacted ATP staff
with questions about their application
- 59% of respondents
reported having contacted ATP staff; 32% said they had not
contacted the staff, and another 9% could not
remember if they had done so.
- Awardees were more likely to have contacted ATP staff (65%) than were
nonawardees (57%).
Most applicants contacting the ATP staff were satisfied
with
the courtesy they received
- 91% of the applicants who contacted
ATP staff said they were satisfied with the
courtesy of the staff. (See Figure 5–1.)7
Figure 5–1.
Satisfaction with ATP Staff (Among Applicants who Contacted ATP Staff)
Table 5–1. Awardee and
Nonawardee Satisfaction with ATP Staff (Among Applicants who Contacted ATP Staff)
| |
Awardees |
Nonawardees |
 Courtesy of Staff |
| Very satisfied |
86% |
65% |
| Somewhat satisfied |
12% |
24% |
| Promptness of Service |
| Very satisfied |
72% |
52% |
| Somewhat satisfied |
27% |
31% |
| Help in Resolving Problems or Issues |
| Very satisfied |
71% |
48% |
| Somewhat satisfied |
27% |
32% |
Most applicants contacting the ATP were satisfied with the promptness
of their service
- 87% of the applicants who contacted ATP staff said they were
satisfied with the
promptness of their service. (See Figure 5–1.)
Most applicants contacting the ATP were satisfied with the help
they received in resolving problems or issues
- 84% of the applicants
who contacted ATP staff said they were satisfied with
the help
they received. (See Figure 5–1.)
Both awardees and nonawardees
view ATP staff positively
- Awardees view their contact with ATP
staff more favorably than nonawardees.
(See Table 5–1.)
- Still, most nonawardees
who contact ATP staff report being satisfied.
Applicants in different
ATP technology areas are satisfied with their contacts with ATP staff
- Applicants across different
technology areas report satisfaction with the courtesy, promptness and
help provided by ATP staff. (See Table 5–2.)
Table
5–2. Satisfaction
with ATP Staff by Technology Area (Among Applicants who Contacted ATP Staff)
| |
Materials
and Biotechnology |
Chemistry |
Electronics |
Information
Technology |
| Courtesy of Staff |
| Very useful |
63% |
72% |
71% |
74% |
| Somewhat useful |
24% |
20% |
20%
|
21% |
| Promptness of Service |
| Very useful |
40% |
62% |
61% |
60% |
| Somewhat useful |
46% |
29% |
21% |
27% |
| Help
in Resolving |
| Very useful |
51% |
59%
|
51% |
52% |
| Somewhat useful |
24% |
30% |
35% |
34% |
___________________
7. We have combined the response categories “very satisfied” and “somewhat
satisfied” for ease of
reporting.
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of Contents or go to next section.
Date created:
August 1, 205
Last updated:
August 4, 2005
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