Feedback wanted on how we are doing
New touch screen technology is making it easier for people to give instant feedback on their experience of Council services and performance.
Customer Services Manager Stephen Barnard said that following a two-month trial Council has installed “Happy or Not” satisfaction terminals in the Taumarunui and Ohakune reception areas.
"The simple to use touch screen terminals have four multi-coloured faces from smiley to frown where people can provide instant feedback on their service experience by department," he said.
"The feedback is key to Council being able to learn and improve the services we provide and measure staff performance.
Being able to get feedback by individual department such as animal control, compliance, planning, property, library or customer services allows us to gain insight into customer pressure points.
Over February we had 126 people give feedback and that jumped nearly 200 entries in March.
In February 86% of responses were excellent, 6% were positive, 6% were negative and 2% disappointing.
We would like to encourage anyone using Council's office or library services in Taumarunui or Ohakune to take a quick minute to tell us about their experience on the way out," he said.
Council is also currently seeking feedback to its annual Level of Service Survey
Policy Analyst Vivita Matanimeke said that where the “Happy or Not” satisfaction terminals measured customer service experience the Level of Service Survey had a wider set of measures including; leadership, community engagement, consenting, i.SITES and how Council communicates amongst other things.
"The Level of Service Survey provides an important measure of how satisfied the community is with Council's performance in its key operational areas," she said.
"Importantly, it also captures the performance of Council contractors and looks at what people think about the quality of Council property, parks and reserves, roads, rubbish and recycling and other areas.
Since the Survey opened in March we have had 116 completed and are hoping for a lot more.
People can answer the Level of Service Survey online via Council's website ruapehudc.govt.nz or drop by their local Council office for a hardcopy," she said.