NWS Marine and Tropical NWS Marine and Tropical Customer Satisfaction Survey: Customer Satisfaction Survey:

Customer and Partner Feedback Customer and Partner Feedback AssessmentAssessment

Southern Region Marine WorkshopSouthern Region Marine Workshop

Tuesday, March 16, 2004Tuesday, March 16, 2004

Brian LaMarreBrian LaMarre

Marine Program Manager, NWS HeadquartersMarine Program Manager, NWS Headquarters

NWS Customer Satisfaction NWS Customer Satisfaction Survey - Program Areas:Survey - Program Areas:

4 segments measured in 2003:4 segments measured in 2003:

*Aviation- 250 respondents*Aviation- 250 respondents

*Emergency Managers- 479 *Emergency Managers- 479 respondentsrespondents

*Media- 529 respondents*Media- 529 respondents

*Marine/Tropical- 6,298 respondents*Marine/Tropical- 6,298 respondents

Customer and Partner Customer and Partner Feedback AssessmentFeedback Assessment

• A total of 65 questions used to solicit A total of 65 questions used to solicit feedback in the surveyfeedback in the survey

• A total of 8 questions used to capture a A total of 8 questions used to capture a verbatim responseverbatim response

Customer and Partner Feedback Customer and Partner Feedback AssessmentAssessment

The following verbatim response assessment consists of key recommendations from

customers and partners of our Marine and Tropical services.

Straight from the…

…mouth!

Please specify how you use Please specify how you use NWS hurricane and tropical NWS hurricane and tropical storm watches or warnings:storm watches or warnings:

• Planning, Preparation, ProtectionPlanning, Preparation, Protection

• EvacuationEvacuation

• AlertAlert

• RecreationRecreation

Planning, Preparation, Planning, Preparation, ProtectionProtection

• Vacation and travel plansVacation and travel plans

• Vessel routingVessel routing

• Timing for home and boat protectionTiming for home and boat protection

• Storm proof residencesStorm proof residences

• Information to make “stay or go” decisionsInformation to make “stay or go” decisions

• Information for absentee owners of beach Information for absentee owners of beach front property- monitor conditions from afarfront property- monitor conditions from afar

• Insurance industry- prepare for problems, Insurance industry- prepare for problems, claimsclaims

EvacuationEvacuation

• Routes and traffic flowRoutes and traffic flow

• Aircraft evacuationAircraft evacuation

• Live aboard boaters- when to seek safe Live aboard boaters- when to seek safe harborharbor

AlertAlert

• Monitoring to alert others who live in Monitoring to alert others who live in coastal areas by those who do notcoastal areas by those who do not

• Source for broadcast news informationSource for broadcast news information

• Alternative that is “less hysterical” than Alternative that is “less hysterical” than mass mediamass media

• Source for community emergency response Source for community emergency response teamsteams

• Source to post information for Source to post information for boaters/fishermenboaters/fishermen

• Activation of warning networksActivation of warning networks

RecreationRecreation

• Spot favorable wave and wind conditions for Spot favorable wave and wind conditions for surfing, and other water sportssurfing, and other water sports

Do you have any Do you have any suggestions for how the suggestions for how the NOAA/NWS can improve NOAA/NWS can improve their tropical forecast their tropical forecast products and services?products and services?

• ProductsProducts

• ForecastsForecasts

• Wave forecastsWave forecasts

• WindWind

• QPFQPF

• ModelsModels

• NHC siteNHC site

• Education/OutreachEducation/Outreach

ProductsProducts

• Explain scientific phenomena for lay peopleExplain scientific phenomena for lay people

• Provide key/legend to explain symbols, Provide key/legend to explain symbols, abbreviations, and productsabbreviations, and products

• Use cities and interstates to describe Use cities and interstates to describe tropical storm watch/warning area, not tropical storm watch/warning area, not counties or break pointscounties or break points

• Education/description needed about Education/description needed about products provided on websiteproducts provided on website

• Need a ‘one-stop-shop website’Need a ‘one-stop-shop website’

• Make all products available in SpanishMake all products available in Spanish

ForecastsForecasts

• Increase forecast cycle out to 7 daysIncrease forecast cycle out to 7 days

• Compare projected intensity to historical Compare projected intensity to historical tropical cyclones (i.e., Cat 5 storm tropical cyclones (i.e., Cat 5 storm comparable to Hurricane Andrew forecast to comparable to Hurricane Andrew forecast to hit area X)hit area X)

• Create a single graphic combining track, wind Create a single graphic combining track, wind radii, intensity, flooding, etc.radii, intensity, flooding, etc.

• More accurate track forecastsMore accurate track forecasts

Wave ForecastsWave Forecasts

• Forecast wave heights are consistently Forecast wave heights are consistently inaccurateinaccurate

• Include map with wave height contours on Include map with wave height contours on NHC siteNHC site

WindWind

• Graphical depiction of wind speedGraphical depiction of wind speed

• Graphical depiction of wind radiiGraphical depiction of wind radii

• Depict wind speeds in miles per hourDepict wind speeds in miles per hour

QPFQPF

• Provide storm rainfall accumulation Provide storm rainfall accumulation graphicsgraphics

• Links to QPF information, flood guidanceLinks to QPF information, flood guidance

ModelsModels

• Continue research on long-range track and Continue research on long-range track and forecast modelsforecast models

• Include links to models on NHC siteInclude links to models on NHC site

• Display various model predicted storm Display various model predicted storm paths so people can have a graphical paths so people can have a graphical reference to what forecasters are talking reference to what forecasters are talking about in discussionsabout in discussions

NHC siteNHC site

• Site is inaccessible during hurricanes due to Site is inaccessible during hurricanes due to high traffic volumehigh traffic volume

• Change color schemes to prevent similar Change color schemes to prevent similar colors being overlaid on top of each other colors being overlaid on top of each other (blue on blue, most frequent complaint)(blue on blue, most frequent complaint)

Educational/OutreachEducational/Outreach

• Educate coastal public on hurricane dangersEducate coastal public on hurricane dangers

• Provide educational links on website Provide educational links on website describing various products and tropical describing various products and tropical cyclone sciencecyclone science

Do you have any Do you have any suggestions for how the suggestions for how the NOAA/NWS can improve NOAA/NWS can improve any of the marine and any of the marine and coastal products and coastal products and

services?services?• ForecastsForecasts

• ProductsProducts

• Dissemination/NOAA Weather RadioDissemination/NOAA Weather Radio

• BuoysBuoys

• Outreach/EducationOutreach/Education

ForecastsForecasts

• Better accuracy needed/more timely updatesBetter accuracy needed/more timely updates

• Update more frequentlyUpdate more frequently

• Break marine zones down into smaller areas, Break marine zones down into smaller areas, forecast too generalforecast too general

• Glossary explaining scientific terms and Glossary explaining scientific terms and abbreviations usedabbreviations used

ProductsProducts

• Consolidate products into a ‘one-stop-shop’ Consolidate products into a ‘one-stop-shop’ websitewebsite

• Provide more real-time dataProvide more real-time data

• Keep it simple, cut back on scientific jargon Keep it simple, cut back on scientific jargon in productsin products

Dissemination/NOAA Dissemination/NOAA Weather RadioWeather Radio

• NOAA Weather Radio needs to have a separate NOAA Weather Radio needs to have a separate broadcast frequency for marine weather. Takes broadcast frequency for marine weather. Takes too long to receive weather data while at seatoo long to receive weather data while at sea

• Take extended forecasts off NWR broadcast; low Take extended forecasts off NWR broadcast; low priority info wastes valuable broadcast timepriority info wastes valuable broadcast time

• Better radio coverage, more repeaters neededBetter radio coverage, more repeaters needed

• Can’t understand voice on Weather RadioCan’t understand voice on Weather Radio

BuoysBuoys

• More buoys neededMore buoys needed

• Having problems accessing data from buoysHaving problems accessing data from buoys

Outreach/EducationOutreach/Education

• Provide public training for the Provide public training for the interpretation of NWS productsinterpretation of NWS products

• Provide educational marine websiteProvide educational marine website

What changes to forecasts What changes to forecasts (text, graphical, and/or (text, graphical, and/or

gridded) would benefit you gridded) would benefit you most?most?

• Hurricane/TropicalHurricane/Tropical

• Wave RelatedWave Related

• Graphical ProductsGraphical Products

• Rip CurrentsRip Currents

• Products/GeneralProducts/General

Hurricane/TropicalHurricane/Tropical

• Provide wind speed radii overlays on track Provide wind speed radii overlays on track maps, include mph in place of knotsmaps, include mph in place of knots

• Increase forecast and product update Increase forecast and product update frequency during tropical stormsfrequency during tropical storms

• Increase forecast/discussion frequency as Increase forecast/discussion frequency as tropical storm approaches land tropical storm approaches land

Wave RelatedWave Related

• More accurate wave observations and More accurate wave observations and forecastsforecasts

• Provide swell information in text forecastsProvide swell information in text forecasts

• Provide links to buoy dataProvide links to buoy data

Graphical ProductsGraphical Products

• More localized forecastMore localized forecast

• More frequently updatedMore frequently updated

• More graphical productsMore graphical products

• Provide graphical Sea Surface Temperature Provide graphical Sea Surface Temperature chartscharts

• Provide option to zoom in on radar images to Provide option to zoom in on radar images to enhance detailenhance detail

Rip CurrentsRip Currents

• More detailed warnings related to rip More detailed warnings related to rip current forecasts (i.e., rather than say “Rip current forecasts (i.e., rather than say “Rip current danger is high” give specific current danger is high” give specific instructions on whether or not people instructions on whether or not people should be in the water)should be in the water)

Products/GeneralProducts/General

• Include information explaining technical Include information explaining technical terms, abbreviations, scientific phenomena terms, abbreviations, scientific phenomena

• Provide conversion tables between metric Provide conversion tables between metric and English measurements and English measurements

• Provide products in local timeProvide products in local time• Make distinct forecasts for separate marine Make distinct forecasts for separate marine

zones, i.e., don’t lump zoneszones, i.e., don’t lump zones• Include more physical location descriptors in Include more physical location descriptors in

forecasts and less numerical descriptors; forecasts and less numerical descriptors; e.g., interstate highways, towns/cities, and e.g., interstate highways, towns/cities, and well-known landmarks instead of lat/lon or well-known landmarks instead of lat/lon or county pointscounty points

Please describe what type Please describe what type of weather information is of weather information is

notnot available to you: available to you:• MarineMarine

• TropicalTropical

• Radar/SatelliteRadar/Satellite

• Post-Storm Data/archivesPost-Storm Data/archives

• DisseminationDissemination

MarineMarine

• Flood danger maps, graphics of where Flood danger maps, graphics of where flooding is forecast to occurflooding is forecast to occur

• Sea Surface Temperature maps, Gulf Stream Sea Surface Temperature maps, Gulf Stream depiction chartsdepiction charts

• 24 hour mean sea level pressure variance24 hour mean sea level pressure variance

• 500 mb charts of offshore waters500 mb charts of offshore waters

• Wave period forecastsWave period forecasts

• Water levelsWater levels

• Real-time wave dataReal-time wave data

TropicalTropical

• Description of scales (Dvorak, Saffir-Description of scales (Dvorak, Saffir-Simpson) and abbreviationsSimpson) and abbreviations

• Explain the impact of forecast winds (i.e., Explain the impact of forecast winds (i.e., 60 mph can shatter a window; 100 mph can 60 mph can shatter a window; 100 mph can drive a straw of hay into a tree, etc.)drive a straw of hay into a tree, etc.)

Radar/SatelliteRadar/Satellite

• Ability to zoom on imagesAbility to zoom on images

• Cloud deck/top heightsCloud deck/top heights

• Doppler radar wind speedsDoppler radar wind speeds

Post-Storm Data/archivesPost-Storm Data/archives

• 24-hour precipitation totals24-hour precipitation totals

• Archived Storm ReportsArchived Storm Reports

• Archived graphical data for educational Archived graphical data for educational purposespurposes

• Graphical hurricane archivesGraphical hurricane archives

DisseminationDissemination

• Cell phone, wireless warningsCell phone, wireless warnings

Do you have any serious Do you have any serious concerns/final comments concerns/final comments

about the NWS Marine and about the NWS Marine and Coastal, and Tropical Coastal, and Tropical

services?services?

• NOAA Agency concernsNOAA Agency concerns

• DisseminationDissemination

• TropicalTropical

• Outreach/EducationOutreach/Education

• MarineMarine

NOAA Agency concernsNOAA Agency concerns

• Budget cuts will affect serviceBudget cuts will affect service

DisseminationDissemination

• Text products should Text products should notnot be replaced or be replaced or eliminated by graphical productseliminated by graphical products

TropicalTropical

• Warnings issued under low confidence are Warnings issued under low confidence are threatening public attitude toward validity threatening public attitude toward validity of watch/warnings; keep false alarms downof watch/warnings; keep false alarms down

• Keep Hurricane Hunter Reconnaissance Keep Hurricane Hunter Reconnaissance flights under control of the Air Forceflights under control of the Air Force

Outreach/EducationOutreach/Education

• Need more public advertisement of Need more public advertisement of services; most people don’t know what services; most people don’t know what services are availableservices are available

• Outreach at local schools to educate kids Outreach at local schools to educate kids about opportunities with NOAA/NWSabout opportunities with NOAA/NWS

MarineMarine

• Inaccurate wind and wave heights forecastsInaccurate wind and wave heights forecasts

• More lead time needed on hazardous weatherMore lead time needed on hazardous weather

• Timeliness of productsTimeliness of products

• Forecasters need to get out in the open Forecasters need to get out in the open waters and experience the areas for which waters and experience the areas for which they forecastthey forecast

How NWS is Using Survey How NWS is Using Survey FeedbackFeedback

• Briefed the results of the Marine and Briefed the results of the Marine and Tropical ACSI at national and regional Tropical ACSI at national and regional conferences.conferences.

• Distributed captured feedback and results Distributed captured feedback and results analysis to NWS managers and field analysis to NWS managers and field forecasters for use in strategic planning forecasters for use in strategic planning with respect to customer and partner with respect to customer and partner requirements.requirements.

How NWS is Using Survey How NWS is Using Survey FeedbackFeedback

• Marine and Tropical ACSI feedback Marine and Tropical ACSI feedback supports:supports:

– Internal goals to provide marine and tropical services Internal goals to provide marine and tropical services in graphical formatsin graphical formats

– A “one-stop-shop” marine websiteA “one-stop-shop” marine website– Increased temporal resolution in hurricane track Increased temporal resolution in hurricane track

forecasts.forecasts.– Initiatives to implement a marine observational Initiatives to implement a marine observational

network.network.– Efforts to create discrete marine zones for use in Efforts to create discrete marine zones for use in

providing more detailed and specific marine forecasts.providing more detailed and specific marine forecasts.

Future of NWS Customer Future of NWS Customer

ServiceService Customer Satisfaction Surveys planned for

2004:

•Public Weather

•Hydrology

•Climate

•ObservationsNWS has created a task team to address its

Customer Service Plan using information obtained through surveys and other means to improve NWS products and services in a more customer-friendly fashion.

QuestionsQuestions