2021 City of Wetaskiwin Customer Service Survey

Consultation has concluded

Background

This is the second year that the City has conducted a customer service-focused survey. The results of the 2021 survey will be compared to those of the 2020 Customer Service Report to determine if the City has achieved its goal of providing excellent customer service, while also identifying areas where further improvement is needed.

“We know that our relationship with many of you has not been what you expect in the past and we are taking steps to change that. We want you to know we are here to serve you, our citizens, and this survey will show us where we need to do better. Our goal is to provide a customer experience you feel is excellent,” said Sue Howard, City Manager. “Thank you for taking the time to help get us where you want us to be.”

The quality of customer service provided by the City can also be used by Administration to determine the state of the City’s organizational culture. While measures have been put in place to help ensure a baseline of great service, City Administration believes excellent customer service is largely achieved through a connective and empowered organizational culture.

2021 Customer Service Survey Report

The 2021 Customer Service Report is now complete and was presented to City Council during the September 27, 2021 during the Committee of the Whole meeting. The completed report can be found in the widgets toolbar to the right.

The comparison of data and feedback from both the 2020 and 2021 customer service surveys has resulted in the following conclusions:

• The City’s website remains poorly-rated for navigability two years in a row, with half of respondents indicating they had a difficult time finding information on the site.

Note: A business case for an updated, user-intuitive website will be presented to Council as part of future budget deliberations to help address this dissatisfaction.

• Consistency is required for how City employees interact with customers. It’s especially important to ensure positive contact with all customers, given that 59% of survey respondents (2021) stated they contacted the City between one and three times (meaning we have a limited window of opportunity to facilitate a positive experience).

Note: The customer service manual provides a structure for this consistency, and it is up to each department/division manager to ensure their employees adhere to the outlined customer service structure and overall customer service expectations. This is being addressed as part of AGENDA ITEM #4. a) 2021 Customer Service Report Page 19 of 37 the annual review of the customer service survey results, as well as having the City’s customer service manual function as a living document.

• Ongoing customer service training for City employees is recommended to ensure a unified and consistent understanding of how to provide excellent customer service.

Note: The City is providing employees customer service training through our partnership with Norquest which is rolling out in November with the goal of having all employees through the course by end of 2022.

• Online accessibility of service is a common request of those who participated in the 2021 Customer Service survey.

Note: Senior Leadership continues to pursue the Virtual City Hall option, which will significantly address these requests.


Background

This is the second year that the City has conducted a customer service-focused survey. The results of the 2021 survey will be compared to those of the 2020 Customer Service Report to determine if the City has achieved its goal of providing excellent customer service, while also identifying areas where further improvement is needed.

“We know that our relationship with many of you has not been what you expect in the past and we are taking steps to change that. We want you to know we are here to serve you, our citizens, and this survey will show us where we need to do better. Our goal is to provide a customer experience you feel is excellent,” said Sue Howard, City Manager. “Thank you for taking the time to help get us where you want us to be.”

The quality of customer service provided by the City can also be used by Administration to determine the state of the City’s organizational culture. While measures have been put in place to help ensure a baseline of great service, City Administration believes excellent customer service is largely achieved through a connective and empowered organizational culture.

2021 Customer Service Survey Report

The 2021 Customer Service Report is now complete and was presented to City Council during the September 27, 2021 during the Committee of the Whole meeting. The completed report can be found in the widgets toolbar to the right.

The comparison of data and feedback from both the 2020 and 2021 customer service surveys has resulted in the following conclusions:

• The City’s website remains poorly-rated for navigability two years in a row, with half of respondents indicating they had a difficult time finding information on the site.

Note: A business case for an updated, user-intuitive website will be presented to Council as part of future budget deliberations to help address this dissatisfaction.

• Consistency is required for how City employees interact with customers. It’s especially important to ensure positive contact with all customers, given that 59% of survey respondents (2021) stated they contacted the City between one and three times (meaning we have a limited window of opportunity to facilitate a positive experience).

Note: The customer service manual provides a structure for this consistency, and it is up to each department/division manager to ensure their employees adhere to the outlined customer service structure and overall customer service expectations. This is being addressed as part of AGENDA ITEM #4. a) 2021 Customer Service Report Page 19 of 37 the annual review of the customer service survey results, as well as having the City’s customer service manual function as a living document.

• Ongoing customer service training for City employees is recommended to ensure a unified and consistent understanding of how to provide excellent customer service.

Note: The City is providing employees customer service training through our partnership with Norquest which is rolling out in November with the goal of having all employees through the course by end of 2022.

• Online accessibility of service is a common request of those who participated in the 2021 Customer Service survey.

Note: Senior Leadership continues to pursue the Virtual City Hall option, which will significantly address these requests.