a) There are three categories of responses for the questions on the customer satisfaction survey:
- 1) Rating questions;
- 2) Yes/no questions; and
- 3) Categorical questions.
- b) The survey instrument shall indicate whether the question is a rating question, a yes/no question, or a categorical question.
- c) The survey respondents shall not be given "N/A" (which shall be taken to mean "No Answer") or "Don't Know" as a response option. However, survey respondent shall be allowed to decline to answer a question by choosing “decline to answer” as a response option. If a customer declines to answer a question, the jurisdictional entities shall report the number of respondents who declined to answer each question.
(Source: Amended at 46 Ill. Reg. 5653, effective March 22, 2022)