Parks Customer Satisfaction Survey Tools
Since 2008, Portland Parks & Recreation annually completes a mail survey of customers who have registered for a recreational activity within the past 12 months. In 2012 the survey methodology was expanded to include on-line and in-person survey versions. That customer satisfaction survey, intended to provide an annual comprehensive view of performance related to the Customer Service Standards, joins existing PP&R assessment tools, including a web version of the survey, comment cards and course evaluations.
They continue to work to solicit feedback as well through its ParkScan website for the community to easily report maintenance concerns to park supervisors. Statistics from ParkScan's first year in operation is below.
PP&R also regularly surveys park and recreation customers regarding their needs and preferences using methods such as intercept and telephone surveys.
The Site Assessment Form is a tool used to launch a “Secret Shopper” program in the summer of 2009. This program involves both site visits and a phone shop program. The current program target is to conduct two phone shops and 2 site shops for each of their facilities. Initial results have given some helpful data to identify areas they are doing well with and areas which they need to work on improving via training.
Below are documents relating to both the Customer Satisfaction Survey and the Secret Shopper Program. For more information contact Ali Ryan, 503-823-2967