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Council received a tremendous response to a recent survey about improvements to its customer request system

By Carol McCormack - 12th November 2002 - Back to News

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Bass Coast Shire Council received a tremendous response to a recent survey about improvements to its customer request system. More than 90 people completed and returned the survey.

Councilís customer request system is an electronic database that tracks and records all customer requests, complaints, general comments, and subsequent actions taken.

Surveys were mailed to 200 recent users of the customer request system. Members of the public were also invited to respond through the local newspapers and Councilís website.

"Council would like to thank all those people who completed the surveys," said Cr John Gains, Mayor of Bass Coast Shire Council. "It was pleasing to see that most people felt the process of lodging a request was easy."

"However, survey responses showed that we need to explain the customer request process when the request is lodged " he said. "More importantly we need to make sure we keep the customer informed of what progress we are making on their request and how long that may take."

Cr Gains said the survey raised better communication as an important issue.

"We are aware this is an issue, and staff and Councillors are working hard to improve communication in all aspects of our operations," said Cr Gains.

Council has started a detailed training program to further provide staff with the skills they need to give customers excellent customer service. A customer service charter is also being drafted. The charter will let residents and ratepayers know exactly what customer service standards they can expect from Council. A recent new initative in communicating with residents are "courtesy calling cards". Members of Councilís Operations Department carry the cards. When the team conducts work in a specific neighbourhood, they leave the cards in peopleís letterboxes to let them know what works have been undertaken in that area.

Other initiatives to improve the customer request system will be trialed for effectiveness and implemented as they are shown to be successful.

Council is also currently undertaking a Best Value review of its community relations, which includes communication. The results from the customer request survey will feed into this best value review.

For more information about the results of this survey please contact Deb Linkins on 5671 2211 or 5951 3311.


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