Section 411.335  Rating Questions

a)         For the questions in the results of the customer satisfaction survey where there is a range of answers from 0-10, the descriptive statistics shall include the following information:

1)         The total number of responses and non-responses (N/As);

2)         The number and percentage of respondents that answered in each response category;

3)         The mean response;

4)         The median response;

5)         The modal response; and

6)         The range of responses.

b)         Jurisdictional entities shall also present cross-tabulations indicating statistically significant relationships between rating questions and categorical questions to show how respondents in different categories rated the questions, as follows:

1)         The number and percent of responses in each demographic category; and

2)         A ranking from highest to lowest of the mean, median, modal and range of responses for each demographic type.

c)         Statistically significant cross-tabulated statistics describing responses by income shall present the income as the income per household. Jurisdictional entities shall only report relationships with a statistically significant correlation of, and/or differences of, .5 or higher at the .05 probability level.

(Source:  Added at 24 Ill. Reg. 12914, effective September 1, 2000)