Percent of Customers Rating the Development Review Processes Efficient or Very Efficient
The target for customer satisfaction is 90%, which is slightly higher than the industry benchmark of 85%.
Overall, customers are satisfied with the efficiency of most of the development processes. However, since the malware attack on the City in March 2020, there have been very few surveys returned by customers because the automatic survey link is not working properly. Thus, for the first half of FY21, 14 of the 16 surveys were returned. With such a small number of surveys, the 2 unsatisfied customers have a larger impact on the overall results than they would have with a larger number of surveys returned.
Management will continue to seek ways to get feedback from customers and development review stakeholders.
Status Indicators: On Target | Close to Target | Needs Improvement | Target Pending