I hope you are all doing great and life is treating you well.
For quite some time (years) I have been wanting to introduce a new survey methodology to the organisation, namely, a survey which measures the level of customer experience from customers who have had recent interactions with the City.
The key difference of this to other surveys we currently use, is this is to measure how the customer felt, call it their perception of their experience when they interacted with the City i.e. professionalism, level of knowledge, politeness of staff etc, as opposed to a survey to measure a service delivered i.e. did your bin get collected every week, or, what did you think of the event you attended…
I am seeking feedback from other local governments who may have implemented such a survey, specifically:
- Methodology used?
- Questions used?
- What survey system used e.g. SurveyMonkey or other?
- Are these surveys used in other areas in the organisation?
- How exactly do you turn a phone call interaction into sending a link to the survey? (if you can please elaborate process and system/s used)
- Can you please elaborate on:
- Specific improvements made to customer service as a result of introducing this survey method?
- What valuable information and data did this survey afford your organisation?
- Main benefits found using this methodology (measuring the customer experience v’s service delivered i.e. measuring whether someone’s bin was changed – just an example)
- Any other information and positive outcomes and feedback from the business or customers.
Any feedback is good feedback as I finalise my report to Executive 🙂
Much appreciated and thank you.