Bureau of Development Services Annual Telephone Survey
BDS’ primary customer service survey was an annual telephone customer survey conducted from 2002-07. Customers also had an opportunity to fill out a brief customer service survey in the Permit Center. Focus Groups were also used to obtain more detailed feedback on customer service efforts. Unfortunately, due to budget cuts, this surveying effort was discontinued.
The phone survey was conducted by two contractors, Gilmore Research (located in Portland and NW Research Group (locate in Boise ID). The paper surveys are designed in house. The phone survey which was conducted over a 5 year period cost roughly $20,000 annually.
Results from the 2006 BDS customer service phone survey.|
Overview of BDS use of focus groups to solicit customer feedback on BDS services.
A sample contract for survey services used by BDS
Survey questions used for a telephone survey of building permit customers.
Telephone survey form for land use review customers.