1.1a: Increase percentage of agencies measuring customer satisfaction for agency core services from 85% to 100% by June 30, 2016
Agencies measuring core services for customer satisfaction
Thirty two of the thirty seven participating agencies measure customer satisfaction. Seventeen agencies measure 100% of core services for customer satisfaction.
Why is this a priority?
Customer feedback is vital to improving our services. To improve service for all customers, all agencies need to ask for and use customer feedback.
How are we doing?
Many agencies are collecting and using customer satisfaction data. Currently, 37 agencies are participating in this measure and 32 measure customer satisfaction. That is 86% compared to our goal of 100%.
What are we working on?
We are asking all agencies who are not yet measuring customer satisfaction to do so by June 2016. We are offering each other assistance, sharing action plans and best practices. We will monitor and report progress. Read more in detailed action plans from each agency.
How can you help?
If you are a customer, you can influence service improvement efforts. Please check agency websites for ways to give feedback. If you are an agency, contact the Department of Licensing’s Office of Performance and Accountability, to ask for or offer assistance implementing action plans.