Data was collected from 239 full-time staff members from 20 offices across the
nation. The goal for the study was to collect 200 responses (25 from each department) for
each phase of the study representing 10 percent of the participating Payment Services’
population. The response rate for the Task Analysis was 61 percent; Task-Competency
study was 63 percent; WB5P was 62 percent; and, 360-degree Survey was 32 percent.
This exceeded the anticipated 50 percent return rate goal for the study for all phases
except the 360-degree Survey. Therefore, there was sufficient data for analysis to
provide relevant findings.