Excellent Customer Service: Final Report Available

The results of the City's first customer service survey were presented to Wetaskiwin City Council at their regular January 25, 2021 meeting, and this report is now accessible to the community. Thank you to those who participated in the survey. We appreciate your feedback and are working to make improvements to our customer service delivery.

What we heard:

• The top three preferred methods of contact specified by survey participants were email, online (social media; website) and phone.
• Utilities, waste & recycle, and recreation were the three service areas members of the public
  dealt with most often.
• The City's customer service ranking improved overall following the initial closure of City
  facilities to the public due to COVID 19 in March of 2020 (the only exception was a 3% rating
  reduction regarding employees responding to requests in a professional and friendly manner).
• The City received feedback that staff could improve on the timeliness of responses to public
  enquiries (40% of survey respondents felt they did not receive a response within a reasonable
  amount of time). While most responses were addressed within two days, 16% of survey
  respondents stated they were waiting weeks to be followed up with.

How we are improving:

• We developed a customer service manual to help facilitate the delivery of excellent customer service.
• We will conduct the same survey again later in 2021 to determine if improvements were made to our delivery of customer service--and we will continue to share these results with the community.
• We have added 'customer service' as a standing item to our leadership meetings to encourage organization-wide dialogue on what excellent customer service looks like and how we can continue improving our service delivery.