Goulburn we have a feedback form on the counter with basic questions to ask them to rate the service (Excellent to Poor) and comment on the service. We are tracking in excess of 100 customers a year providing feedback this way. We are (in the next week or 2) sending a survey out to all internal staff asking them to rate our service and answer the questions what do we do well and what can we do better. We are hoping to then build from this to improve the internal customer service expectations and perceptions.
Happy to chat further
craig.johnson@goulburn.nsw.gov.au