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CUSTOMER SERVICE
By Dale Pfeiffer
VACAVILLES 7 STEPS OF AN
EFFECTIVE CUSTOMER
SERVICE PLAN DEVELOPMENT
MODEL
IDENTIFY EXISTING
CUSTOMERS AND SERVICES
MEASURING SUCCESS
In 2000 a citywide survey measured overall public satisfaction
with City service at 79% (good to excellent)
Citys goal was to increase this to over 80%.
2005 citywide survey showed satisfaction rose to 81%.
Public Works ratings of good to excellent in 2005 were:
Street maintenance: 63%
Park maintenance: 87%
Refuse collection:
90%
The ultimate measurement is the 2006 Mayor/Council election.
CUSTOMER SERVICE
BEYOND THE 7-STEPS
Once the customer service plan has been implemented, its time
to focus on even more effective methods of customer service.
Re-examine how to better deliver services, promote partnerships
and improve public awareness.