HomeMy WebLinkAboutOB 1 CUST SVC EVAL 10-21-91n row
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OLD BUSINESS NO. 1
10-21-91
OCTOBER 21, 19 91 n t e. r-- C o m �'� r�'
-ATE: S '`
TO: WILLIAM A. HUSTON, CITY MANAGER
FROM: COMMUNITY DEVELOPMENT DEPARTMENT
SUBJECT: CUSTOMER SERVICE EVALUATIONS
RECOMMENDATION
Receive and file.
BACKGROUND
On August 19, 1991 the Community Development Department presented
a report to the City Council which described the processes and
improvements that are being implemented to improve customer service
for the Community Development Department.
The Council requested that the staff return in one month to report
on the progress of the Customer Service Evaluation form approach.
Due to the inadequate number of responses at that time, staff
recommended that we wait an additional month to prepare a report in
order to provide a greater depth of information.
Between September 13 and October 8, 1991, a total of 32 Customer
Service Evaluation forms have been returned to the Community
Development Department. A number of questions are asked on the
evaluation form regarding length of wait for service, whether
courteous service was received, and whether the staff person
assisting them was knowledgeable.
All forms have been reviewed and in summary most respondents stated
that they were assisted immediately, but in no case longer than a
five minute wait. Thirty one respondents stated yes they had
received courteous service, and the same number of respondents
stated that the staff person was knowledgeable about the issue that
brought them to the department counter. The following matrix shows
how the customer rated the overall service received:
Excellent
Good
Fair
Poor
Total
26
5
1
32
City Council Report
Customer Service Evaluations
October 21, 1991
Page 2
In addition, the evaluation form requested comments and suggestions
for improving service. Only six customers had suggestions for
improving service. Most of these suggestions related to the
temporary nature of our facilities. The suggestions are as
follows:
Provide chairs or benches in the waiting area
Provide pay phones (two respondents)
° Increase size of waiting area
° Provide blank permit applications in the public
information display rack so that customers could fill
them out while waiting (two respondents)
° Provide a list of residential construction fees ,in the
public information display rack
Provide backup Building personnel for information
Only one evaluation was received
Development Department service as
complained about the service that was
suggestions for improving service
investigated and has found no bas
response.
R' a T. Wes field
A sistant Director of
Community Development Department
RTW:kbc\custserv.ra
that rated the Community
poor. This respondent also
received although no specific
were noted. Management has
Ls in fact for the negative
r
Christine A. Shingleton
Assistant City Manager
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