Daily Rules, Proposed Rules, and Notices of the Federal Government
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Customer information is needed to make DOE products and services more effective, efficient, and less costly. Data from some customer surveys may also help develop benchmarks to evaluate DOE customer service performance.
Both quantitative and qualitative studies are developed by EIA. Quantitative studies classify and count questionnaire response items and examine the statistical significance of response types in attempting to explain what is observed. EIA conducts quantitative studies in asking questions concerning satisfaction with timeliness, courtesy, accuracy and other particular aspects of the agency's operations. Qualitative studies seek to find patterns in the words and actions of study participants and involve these participants providing detailed descriptions, in their own words. Examples of qualitative studies conducted by EIA include a focus group of customers assembled to discuss a specific set of questions, and a cognitive laboratory experiment that asks volunteer subjects to describe their opinions regarding a product or service;
Executive Order 12862 § 1, 58 FR 48257 (Sept. 11, 1993).