The City of Greater Bendigo has launched its Customer First survey this week to gain valuable insights on ways to further enhance its overall customer experience.
This survey will target 5,400 customers who have lodged a request in the past four months either by phone, in person, or digitally such as via the City's website or email.
The first stage of the survey aims to gather valuable customer feedback on how specific requests were managed from start to finish.
Director Corporate Performance Jess Howard said she was delighted to launch the Customer First survey.
"This is one of the City's key priorities to further enhance our customer service across the organisation," Ms Howard said.
"This survey will allow us to gather valuable insights about customer interactions with the City when they lodge a request.
"The survey focuses on ease, action, and outcome.
"We want to gain an understanding of how we have 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 experienced by customers 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 from the survey is important as it will help guide the development of a Customer First Action Plan, the next step in the project.
"The plan will help us improve the way the City responds to our customers and hopefully increase customer satisfaction.
"Putting customers first is our priority."
In the last financial year, the City's Customer Experience staff managed over 91,000 phone calls and 32,000 digital requests lodged via the City website, email, or from a mobile phone.
Requests not resolved during the initial contact with Customer Experience staff are added to the City's customer request system to be actioned by the relevant unit within the organisation.
The survey will be led and conducted by the City's Senior Customer Experience staff who will call or email selected participants during business hours only, and not at weekends.
No personal or financial information will be requested from participants for the survey.
