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  • Hand pressing customer satisfaction button on government program logic.

    Where is the logic for customer satisfaction?

    Posted on

    If customer satisfaction is appropriate, then it should be incorporated into the program logic. If not, it should be reframed in a way that evaluates whether the program meets the needs of its clients in a way that contributes to longer-term social or community outcomes. Rather than an all or nothing approach to customer service, agencies should consider designing a program logic that focuses on achieving the broader outcomes of the program.