Determined to ensure that all work is carried out as agreed in tender specifications, Council has set up a comprehensive Customer Satisfaction Survey Program.
The Program has three elements.
- A survey of clients for each of Council’s 19 Service Units conducted twice a year.
- An extensive survey of 2,000 residents once a year.
- Focus group meetings where residents are asked to discuss specific areas of Council service delivery.
Part of Council’s Quality Assurance system, the surveys are designed to obtain information and feedback on all the work done by Council.
Results are discussed at the executive level and Best Practice Working Group and any changes required are then put in place.
Benchmarking of particular aspects of service delivery are an essential part of the survey process. Service Units must meet an 80 percent customer satisfaction level on courtesy, processing, speed, initial contact and follow up. In addition, capacity exists for residents to have input through suggestions and ideas which they feel are worthy of attention.
Suggestions from residents have included that Council consider opening maternal and child health centres on Saturday mornings to assist working mothers and others who have difficulty meeting the weekday timeframes.
Feedback from the research is showing that residents are experiencing an increasing level of satisfaction with Council services.
For further information contact Council’s Customer Service Desk, telephone (03) 9840 9333.
