摘要：This article analyzes the variability in quality and outcomes of clients' experience with the CES in Florida. Its purpose is to explore this variability, within a Total Quality Management framework, across different types of contact, namely telephone calls, office visits, and planned programs. Customer satisfaction data collected from 2003 to 2007 was used for the analysis. Type of contact had a statistically significant effect on both the quality perceived by the clients and the outcomes from their experiences. Recommendations are made to improve the relevance and timely delivery of the information provided by Extension through different types of contact.
关键词：client satisfaction ; type of contact ; contact mode ; service quality ; TQM
