Measuring Customer Experience

As we continue to focus on permitting, we aim to regularly incorporate customer feedback into our initiatives. To do this, the Central Permit Office has launched an in-person Customer Satisfaction Survey. This survey informs staff and management about the customer experience and creates a baseline for improvement. We hope that it will also highlight positive customer encounters and interactions.

The survey is displayed on a tablet, located near the main door to the Central Permit Office. As customers leave, they will have the opportunity to select the City employee who served them, and rate their experience. We encourage all permit applicants to take the survey, as we expect it to be a valuable tool to help the Central Permit Office continue to improve its service to the community.

We hope that this is the first of many customer service related projects that we tackle, not just in the permitting world, but across all City operations.