Hate to break it to everyone, but CMS does not have customers. Can’t pretend it does either. It is a government run monopoly. There isn’t even more than one outlet in the entire county.
The operating money it gets is in no way related to customer satisfaction, its capital budget only indirectly so via a public vote on school bonds, a vote which is not limited to current recipients of CMS’ educational offerings.
Most importantly, suppose you are a dissatisfied CMS “customer.” What can you do? Can you take the money you provide each year to CMS in the form of your property and other local taxes and take your business elsewhere?
No.
You can “weigh your options” and move outside of CMS’ legally mandated zone of service. You can stay put and spend additional money to buy educational services in the place of CMS’ or you may opt to do the job yourself. That’s it.
Were Peter Gorman and CMS remotely serious about improving “customer service” at CMS they would be at the front of the charter school movement, agitating for more charter schools in the county so that CMS “customers” would have some place else to shop for their educational needs. More charters would both reduce CMS over-crowding and provide a powerful on-going incentive for CMS to reform itself and remove the need for $80,000 worth of “secret shoopers.”
In sum, this “customer service” kick is just another PR effort on the part of CMS. More marketing in advance of the November vote on school bonds.
What’s next, double-coupons?
