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Customer Satisfaction Survey

Throughout the year, NOVA surveys customers regarding their level of satisfaction with the services they receive. The fiscal year-end results of NOVA’s customer satisfaction survey for the NOVA Job Center in Sunnyvale are as follows:

  • 97% were satisfied with the quality of the customer service they received (unchanged from last survey);
  • 90% were satisfied with the availability/accessibility of career advisor appointments (up from 89% from last survey);
  • 92% were satisfied with how often the career advisor listened and understood (up from 89% from last survey);
  • 89% were satisfied with how often the career advisor customized information to the customer’s situation (up from 81% from last survey);
  • 92% were satisfied with how often the career advisor explained information in a way that the customer understood (up from 90% from last survey);
  • 96% were satisfied with the overall quality of offerings provided at the NOVA Job Center (unchanged from last survey);
  • 98% would recommend the NOVA Job Center to their family and friend (unchanged from last survey)

Highlights of some of the comments received included:

  •  Believe me, it’s an easy time to be a critic, but I have nothing but positive things to say about Nova’s staff.
  •  Nova has a wonderful staff, they are always very friendly and eager to help!
  •  I recommend Nova all the time! So many people have been impacted by the economic/job change…and so many people need help! Thank you for being there! We all thank you!
  •  Satisfied isn’t good enough. They are excellent. They are always patient and kind.
  •  Whether by phone or in person, I’m thankful that they are there to help me when I need it.
  •  Front desk staff is ALWAYS cheerful and helpful, should bottle and sell their solution!
  •  Great help. Without Nova advisers I do not believe landing a job would be possible…

As with all of the customer satisfaction surveys, NOVA will be taking the feedback received and continue to improve upon the services it provides to its customers.