Surveying Your Customers
The BIP #7 identified three customer service assessment goals:
1. Identify key customer group values and behaviors to best target bureau services.
2. Conduct customer service surveys to assess timeliness, accuracy, helpfulness, expertise, and availability of information. Work toward biennial, statistically valid surveys where appropriate.
3. Establish customer service evaluation programs using tools such as anonymous shoppers and customer service focus groups for both internal and external customers.
Some bureaus have extensive experience with customer surveys; some have very little. The links on the left side of this page gives some of the specific bureau examples of survey forms, survey contracts, and focus group design.
The CSAC believes that one of the most important recommendations is that bureaus should conduct customer service surveys of their customers at least every 2 years. Included in this BIP #7 recommendation was a standard survey measurement tool based in large part on the work done by a State of Oregon Customer Satisfaction Work Group. The CSAC endorses this as a common customer satisfaction performance measure and will work with all bureaus to incorporate this into their survey tools.
Below is a Customer Surveying Guidance document which gives some specific guidance on implementing this tool. Also below you will find the State of Oregon Report that this recommendation is largely based upon.
Information on implementing the city standard surey measurement tool into customer service survey efforts|
The Final Report of the State Customer Satisfaction Workgroup from 2004