To fulfill its mission, Extension must develop programs that are relevant and high quality, and improve the lives of clients. Customer satisfaction surveys are used in Florida to collect data about these attributes. It is also important to understand how employee performance affects customer satisfaction. Our findings show that customer satisfaction was not significantly influenced by agent performance and that Florida Cooperative Extension benefits from the experience of its workforce. Given the importance of customer satisfaction as Extension's performance measure for the Florida Legislature, we suggest that administrators should emphasize customer satisfaction as a major factor in employee performance scores.
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Terry, B. D., & Israel, G. D. (2004). Agent Performance and Customer Satisfaction. The Journal of Extension, 42(6), Article 7. https://tigerprints.clemson.edu/joe/vol42/iss6/7