Close to Target

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

Target

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

Analysis

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 due to most of the applicants are regular customers and don't fill out the surveys. But since the malware attack in early March, 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