Sterling Research Group, Inc. Surveys Department of Management Services Customers for the State of Florida

St. Petersburg, FL, June 20, 2007 --( Sterling Research Group, in conjunction with the State of Florida Department of Management Services, announces the release of customer and employee satisfaction surveys sent to more than 40,000 customers served by the agency, and all employees. The survey results will benchmark employee performance and measure how satisfied customers are with the quality of the agency’s products and services. This random sample of the Department of Management Services’ 1.1 million customers includes current and retired state employees, members of the media and vendors who do business with the state.

“The best way to determine what works and what needs improvement is by asking the customer. I applaud the Department of Management Services for this proactive approach,” said Governor Charlie Crist. “Measuring customer satisfaction will help identify ways to improve business practices. As public servants, our intention is to always be better than before.”

The customer survey addresses how each division of the Department of Management Services handles service and product inquiries. As part of a comprehensive, customer service training for all of the agency’s employees, each quarter the survey will be redistributed. The data received from this survey will allow state agencies and local governments to improve business practices and strive for continual improvement.

“Our top priority is serving our customers at the highest level possible,” said Secretary, Linda H. South. “High quality service begins by measuring performance. These survey results will give our team the information they need to provide service excellence in all they do.”

Department of Management Services employees received a survey via email asking their opinion about how satisfied they believe customers are with their services. Customer surveys were mailed giving respondents the options of replying electronically, through the telephone or by return mail. Results for both surveys will be finalized by the end of July.

About Sterling
The Sterling Research Group (, founded in 1987, is a full-service consulting and market research firm headquartered in St. Petersburg, Florida. Sterling has extensive experience in market research and customer experience management in a wide variety of industries and has helped numerous firms increase their market value, market share, and improve their financial performance through understanding and quantifying needs and preferences of their current and potential customers. Sterling deploys a highly-effective, proprietary reporting technology that enables its customers to achieve superior financial returns by better understanding their customers' experience.

Sterling Research Group, Inc.
Jamie Faulkner
(727) 866-2400