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Thus, Cooperative Extension must deliver relevant, high-quality programs that, in turn, help improve the lives of clients (Ladewig, 1999).
In Florida, these attributes (relevance, quality, and impact) are measured, in part, using a statewide customer satisfaction survey. The survey includes questions about clients' experience with quality of service, short-term outcomes, and overall satisfaction with Extension. The survey was initiated in 1988 in response to the Florida Board of Regents' recommendation that Florida Cooperative Extension survey their clients to assess the quality of services delivered to the citizens of Florida (Florida Board of Regents, 1988)...
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