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Customer Service Evaluation Form

 

Introduction

We would like to have your feedback on your recent experience with Council so we can continue to improve our service. We appreciate you taking the time to fill in this short survey.

SURVEY

In your most recent customer service experience, how did you contact Council?
 

Response Time
 
About how long did you have to wait before speaking to/hearing from a staff member
I was taken care of immediately
Within 3 minutes
3-5 minutes
5-10 minutes
more than 10 minutes 		The same day
2-3 days
4-5 days
Longer than 5 days
 
If you made an in person visit, were you acknowledged or greeted as you entered?
Yes
No

Yes, although they were busy with another person
No, they were busy with another person

 
Council has Customer Service Officers as well as technical staff.  For each interaction, do you agree or disagree? “The customer service officer/other staff member handled my query quickly”
 
Customer Service Officer Other Staff Member
Strongly agree
Agree
Neutral
Disagree
Strongly disagree 		Strongly agree
Agree
Neutral
Disagree
Strongly disagree
 
 

Knowledge of staff member

Do you agree or disagree? ‘The Customer Service Officer/staff member was very knowledgeable’
 
Customer Service Officer Other Staff Member
Strongly agree
Agree
Neutral
Disagree
Strongly disagree 		Strongly agree
Agree
Neutral
Disagree
Strongly disagree
 
What would best describe what happened in the contact?
   
Customer Service Officer Other Staff Member
Gave a good solution
Explained the best way to proceed very well
Noted my query and got back to me
Gave me the wrong information
Didn't understand my question
The appropriate staff member was not available		 Gave a good solution
Explained the best way to proceed very well
Noted my query and got back to me
Gave me the wrong information
Didn't understand my question
The appropriate staff member was not available
   

Characteristics of Customer Service Officer

  Very Well
Not at all
CSOpatient
CSOlistened carefully
CSOfriendly
CSOresponsive
CSOcourteous
 

Characteristics of other staff member

  Very Well
Not at all
CSOpatient
CSOlistened carefully
CSOfriendly
CSOresponsive
CSOcourteous

What would make the difference?

Remembering that council has to follow statutes and procedures laid down by central government, what could we do to make your contact better?

Thank you for your time

 
     
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Chris Westinghouse

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468-30/11/2006 4:06:25 p.m.
  
 


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