Customer satisfaction prioritised by City

THE City of Greater Bendigo is aiming to call or email 5400 customers who have lodged a request in the past four months as part of its latest Customer First survey.

In the past financial year, the City’s customer experience staff managed over 91,000 phone calls and 32,000 digital requests lodged via its website or email.

The survey aims to gather feedback on how specific requests were managed from beginning to end.

City corporate performance director Jess Howard said it is one of the City’s key priorities to further enhance its customer service performance across the organisation.

“This will allow us to gather valuable insights about customer interactions with the City when they lodge a request,” she said.

“It focuses on three parameters, ease, action, and outcome.

“We want to gain an understanding of how we’ve managed specific customer requests and to gauge overall satisfaction with the process.

“We want to hear what is working well, what areas of the process need improvement, and concerns customers (had) during their interactions with the City.

“As the survey questions are related to a recent request made over the past four months, customers will be familiar with the details, which will be greatly beneficial.

“The information is important as it will help guide the development of a Customer First Action Plan, the next step in the project.

“This plan will help us improve the way the City responds to our customers and hopefully increase customer satisfaction.”