WORKING DRAFT

(rev. 10.7.06)

DISCUSSION

Results of Comments

As a whole, the comments defy attempts to categorize, measure, and generalize; thus, reducing their usefulness in reporting. The comment items were open-ended and not directly linked to specific rated items, and individual comments could not be linked to specific ratings or raters. Furthermore, because comments were optional, the frequencies were low. However, given the design of the instrument, frequency may not be a significant factor.

In this report, to make the most of information provided in the comments, a conscious choice was made to select those that (1) shed light on results and (2) informed the recommendations.

For the significance of comments (type 1) that were associated with and shed light on results in specific generations and service categories, see the discussion section: generational results and results by service category. For the significance of comments (type 2) that assessed the survey instrument, see the recommendations section.