2022-02-08 Services & Organisation Committee Meeting Agenda

SERVICES & ORGANISATION COMMITTEE MEETING AGENDA   8 FEBRUARY 2022




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SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                                           8 FEBRUARY 2022

    |         The pulse survey results indicated that the majority of customers found our Customer Service
              Officers to be friendly, and knowledgeable. There is an opportunity to improve our first call
              resolution of enquiries, and it is recognised that the work done by the Customer Service Liaison
              officer in updating the customer service knowledgebase system is important.
              Overall receiving a rating of 4.74 out of 5 on this type of pulse survey acknowledges the great
              work our team does and how all team members strive to “provide excellence in customer
              service.”

              Community Satisfaction Survey:

              In June 2021 a community satisfaction survey was conducted by Market Facts an external
              contractor, the results of this survey noted while the Customer Service branch has the smallest
              gap between its level of importance and its performance which is an encouraging result however
              there is still a number of opportunities for the Customer Service branch to seek improvements.
                                          Customer Service & Communication:
                                               Importance & Performance
                                          = |mportance Means   = Performance Means

                                                        Customer Service
                                                         5.00
                                                         4.0
                                             MEANS         6               information services

                              Providing Leadership &                          Informing the
                                   Advocacy                                    Community

                                          Responding to the          Consulting the
                                             Community                community

              Some of the areas where improvement could be made were noted within the survey where the
              rating had dropped from previous years. Particularly in the service provided via telephone calls
              where the branch rating had dropped by 12.2% when compared to the 2019 results and the
              service provided at the Tewantin office where the rating had dropped by 15.1%.

              Further analysis will be undertaken to better understand the reasons for this and to identify
              opportunities for improvement e.g. seeking more in-depth customer feedback and process
              improvement.

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