Council to consider report on customer request survey findings
Council will this week consider a report containing the findings of a survey of 3,000 people who have lodged a customer request with the City of Greater Bendigo in the past 12 months.
The Customer Request System Satisfaction Survey 2015 is the second survey of this kind conducted by the City, the first was in 2010. This year’s survey was completed by 616 people, the majority of which were aged 30 years or over.
The 15-question survey asked participants about their experience in lodging a request, the management of their request, timeliness and efficiency of work requests, and overall satisfaction.
When comparing the two surveys the overall level of satisfaction with the customer request system experience with the City was similar to that demonstrated in 2010.
The report notes respondents’ overall level of satisfaction with City departments had decreased slightly from 67 per cent in 2010 to 66.55 per cent in 2015, although Engineering, Waste Services, Maintenance and Rates showed improvements in the high/very high category.
Overall there was also a decrease in the timeliness for work completed but there was a clear trend towards an overall improvement in providing follow up information.
The report notes there needs to be a sustained focus on ‘closing the loop’ and keeping customers informed of the status of their request, even if their request cannot be actioned.
Consultants have made a number of recommendations for Council’s consideration to ensure continuous improvement, including slight amendments to the City’s website, a more diligent use of calling cards so customers can see officers have visited their home, increase efforts to educate the community on the services the City is responsible for and introduce Key Performance Indicators for officers to help improve overall customer service.