On Target

Percent of surveyed customers affirming the clarity and consistency of Planning comments and development information received are good or very good.


The target for customer satisfaction is 90%, which is slightly higher than the industry benchmark of 85%.


Overall, customers that respond to surveys have been satisfied or very satisfied with the clarity and consistency of Planning staff comments. We typically have a fairly low rate of return because most of the applicants are regular customers and do not fill out the surveys. Since the malware attack in early March 2020, only a few surveys have been filled out, so even one dissatisfied customer can really affect the overall percentage. 

Next Steps

Continue to seek customer feedback and use some additional tools, such as focus groups, to reach those repeat customers that likely won't respond to a survey every time a case is completed.

Status Indicators: On Target On Target | Close to Target Close to Target | Needs Improvement Needs Improvement | Target Pending Target Pending