National Personal Protective Technology Laboratory (NPPTL) Customer Satisfaction Survey. for Users
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1 MB Approved: National Personal Protective Technology Laboratory (NPPTL) Customer Satisfaction Survey for Users Public Burden Statement: We think this form takes an average of 20 minutes to complete including the time for getting the needed data and reviewing both the instructions and completed form. Send comments regarding our estimate or any other aspect of this form, including suggestions for reducing completion time, to the ffice of Personnel Management (PM), PM Forms fficer, Paperwork Reduction ( ), Washington, DC The MB Number, , is currently valid. PM may not collect this information, and you are not required to respond, unless this number is displayed.
2 MB Approved: Background Information 1. Which of the following best describes your affiliation (check all that apply)? Fire Department First Receiver First Responder Federal/State/Local Government Academician/Researcher Union/Labor Representative Safety Professional Respirator User ther PPE User ther 2. How long have you been dealing with NISH relative to functions performed by NPPTL? Less than 1 year 1-3 years 3-10 years More than 10 years 3. Have you contacted NPPTL for assistance in the past year? Yes No Not Sure 4. Has NPPTL provided you with training or information sessions in the past year? Yes No Not Sure
3 MB Approved: Access 5. It is easy to do business with NPPTL. 6. Assistance from NPPTL personnel is provided at a time that is convenient to me. 7. It is easy to find someone at NPPTL who can answer my questions. 8. I do not have to cut through a lot of red tape to reach higher level NPPTL officials. 9. I have adequate access to NPPTL personnel for advice and assistance. 10. NPPTL personnel keep me informed about conditions and changes that affect me. 11. I am satisfied with the functionality of the NPPTL website (for example, I can easily find what I am looking for). Courtesy 12. NPPTL personnel are always willing to help me. 13. NPPTL personnel are courteous. 14. NPPTL personnel give individual attention to my requests for information or service.
4 MB Approved: Knowledge 15. NPPTL personnel are knowledgeable. 16. NPPTL personnel have a good understanding of my organization s operation and mission. 17. Explanations of technical issues are understandable. 18. NPPTL personnel are able to explain NPPTL products and services. 19. When NPPTL personnel do not know the answer, they refer me to an expert who does. The NPPTL personnel are knowledgeable about: 20. the selection and use of respiratory products 21. the selection and use of PPE products (excluding respiratory protection) 22. the certification of respiratory protective devices Timeliness NPPTL personnel provide timely service when dealing with inquiries on the following: 23. Respirator usage 24. Respirator selection 25. The certified equipment list 26. In-use service life 27. Location of other sources of information 28. Contributions to the technical content of PPE standards and test methods. 29. verall, NPPTL personnel provide timely service.
5 MB Approved: Reliability 30. NPPTL personnel give me accurate information. 31. NPPTL personnel keep accurate records. 32. NPPTL personnel provide services when promised. 33. NPPTL personnel provide reliable and consistent service. Choice 34. NPPTL products and services are designed to meet customer needs. 35. NPPTL personnel use suggestions from their customers to improve the quality of products and services. 36. I am satisfied with the range of products and services provided by NPPTL. Tangibles 37. NPPTL personnel present a professional appearance. 38. I am satisfied with the appearance of written communication materials prepared by NPPTL. 39. I am satisfied with the appearance of the NPPTL website (for example, the layout is clean and visually appealing). 40. I am satisfied with the usability of the Certified Equipment List (CEL).
6 MB Approved: Recovery 41. Problems and complaints are resolved quickly. 42. Problems and complaints are resolved with minimal effort on the customer s part. 43. There are well defined systems for linking customer feedback and complaints to employees who can act on this information. 44. NPPTL personnel are flexible in finding solutions to problems. 45. I am satisfied with the way NPPTL personnel handle problems or mistakes. Quality How would you rate the quality of service related to the following inquiries: 46. Respirator usage 47. Respirator selection 48. The certified equipment list 49. In-use service life 50. Responses to web inquiries 51. Location of other sources of information 52. Contributions to the technical content of PPE standards and test methods. 53. verall, how would you rate the quality of products and services provided by NPPTL? Very Poor Poor Fair Good Very Good
7 MB Approved: verall Satisfaction 54. verall, how satisfied are you with the services you are receiving from NPPTL? Very Dissatisfied Dissatisfied Satisfied nor Dissatisfied Satisfied Very Satisfied 55. If you had a choice of service providers, would you use NPPTL again? Yes No Not Sure 56. If you had a choice of service providers, would you recommend NPPTL to others? Yes No Not Sure 57. Based on the service you have received from NPPTL personnel, how would you rate the quality their services? Very poor Poor Fair Good Very good
8 MB Approved: The following section asks about specific NPPTL issues. 58. NPPTL conducts research relevant to stakeholder needs. 59. NPPTL develops and produces standards and guidelines that meet the requirements of stakeholders. 60. The NPPTL call center (x4000) provides adequate support. 61. NPPTL s responses to technical issues are presented in understandable terms. 62. NISH effectively addresses user needs through the development of guidance documents. 63. Distinctions among ANSI, NISH, and SHA roles in standards development are clear to me. 64. I am aware of the NPPTL research portfolio and the intended application of each program. 65. I can read and understand a NISH Approval Label. 66. I understand the NISH approved Cautions and Limitations statements concerning the respirators used in my workplace. 67. Should NPPTL play a role in workplace training programs regarding PPE standards? No Not Sure Yes 68. Do you have a need for NPPTL to provide you with PPE (respirator and other PPE) test and evaluation services? No Not Sure Yes
9 MB Approved: 69. If you answered yes to the above question, please check the appropriate tests (check all that apply). High flow particulate Battery indicator Low pressure indicator Live agent Chemical warfare agent stimulant Anthropometrics Cold temperature Vibration conditioning Human physiology Total inward leakage Chemical warfare agent permeation (Swatch) Gas service life (cartridge or canister) Carbon Dioxide ther 70. Would a tour of the NPPTL facilities be valuable to you? Yes No Not Sure 71. Does availability of NISH approval labeling/compliance impact your purchasing of PPE? Yes No Not Sure 72. Have you been awarded DHS 2005 grant awards for PPE purchases and intend to purchase NISH certified equipment? Yes No Not Sure
10 MB Approved: 73. Do you regularly follow procedures described in the NFPA Service Care & Maintenance (SCAM) document and/or the manufacturer s instructions for maintaining your PPE? Yes No Not Sure 74. Use the following space to describe what NPPTL is doing well. 75. Use the following space to describe what you would like to see NPPTL change. This completes the survey. Thank you for your cooperation.
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