Not Defined

Customer Satisfaction Survey average score > 4

TPW - Transportation / Public Works
Analysis
Measure Definition & Importance

The Customer Satisfaction Survey deals specifically with those customers/applicants that are submitting drainage projects to be reviewed by the Stormwater Development Services Team. Applicants submit projects to be reviewed by the SDS Team for completeness and acceptance by the City. The Survey helps the SDS Team to better track the overall satisfaction of their customer as well as identify problems within the drainage review process. When problems in the drainage review process are identified, the SDS Team is then able to determine a course of action to correct them so that they will not occur again. There are normally several interactions between the SDS Team and the drainage project applicants as comments are made and applicants respond and/or correct their plans. Upon the end of the process, the Customer Satisfaction Survey is sent out via email to those customers that have submitted their drainage projects to be reviewed. The Survey is scored on a scale of 1 to 5, with 1 being poor satisfaction and 5 being high satisfaction with the drainage review process.

Customer Satisfaction Survey average score > 3.3
Chart
Combination chart with 4 data series.
The chart has 1 X axis displaying categories.
The chart has 1 Y axis displaying values. Range: 0 to 5.
End of interactive chart.
Service Areas
Attachments
Measure Data
Last Calculated 7 months ago
Period Status Customer Satisfaction Score Overall Target High Variance (FY Target) Low Variance
Oct-18 On Target 5.00 3.50 3.30 2.50
Nov-18 On Target 5.00 3.50 3.30 2.50
Dec-18 On Target 4.00 3.50 3.30 2.50
Jan-19 Lagging 3.00 3.50 3.30 2.50
Feb-19 On Target 4.67 3.50 3.30 2.50
Mar-19 On Target 4.63 3.50 3.30 2.50
Apr-19 On Target 4.57 3.50 3.30 2.50
May-19 On Target 4.75 3.50 3.30 2.50
Jun-19 On Target 4.00 3.50 3.30 2.50
Jul-19 On Target 4.00 3.50 3.30 2.50
Aug-19 On Target 5.00 3.50 3.30 2.50
Sep-19 On Target 5.00 3.50 3.30 2.50
Oct-19 On Target 4.75 3.50 3.30 2.50
Nov-19 On Target 4.50 3.50 3.30 2.50
Dec-19 On Target 5.00 3.50 3.30 2.50
Jan-20 On Target 5.00 3.50 3.30 2.50
Feb-20 On Target 4.88 3.50 3.30 2.50
Mar-20 On Target 4.75 3.50 3.30 2.50
Apr-20 On Target 4.75 3.50 3.30 2.50
May-20 On Target 4.50 3.50 3.30 2.50
Jun-20 On Target 4.67 3.50 3.30 2.50
Jul-20 On Target 4.00 3.50 3.30 2.50
Aug-20 On Target 4.00 3.50 3.30 2.50
Sep-20 On Target 5.00 3.50 3.30 2.50
Oct-20 On Target 5.00 3.50 3.30 2.50
Nov-20 On Target 5.00 3.50 3.30 2.50
Dec-20 On Target 4.00 3.50 3.30 2.50
Jan-21 Monitoring/No Info
Feb-21 Monitoring/No Info
Mar-21 Monitoring/No Info
Apr-21 Monitoring/No Info
May-21 Monitoring/No Info
Jun-21 Monitoring/No Info
Jul-21 Monitoring/No Info
Aug-21 Monitoring/No Info
Sep-21 Not Defined
Oct-21 Not Defined
Nov-21 Not Defined
Dec-21 Not Defined
Jan-22 Not Defined
Feb-22 Not Defined
Mar-22 Not Defined
Apr-22 Not Defined
May-22 Not Defined
Jun-22 Not Defined
Jul-22 Not Defined
Aug-22 Not Defined
Sep-22 Not Defined
Data Source Details & Calculation Information

The database that saves the completed Customer Satisfaction Survey is referred to as the Stormwater Review Dashboard. The database requires a username and password, both of which require a license and are paid for in the SDS budget. The database system saves all surveys that are sent back by drainage review applicants. The system then calculates the average score of all surveys that are completed. The data owner will report on this calculation on a monthly basis to the performance liaison.

Measure Type
Performance Liaison
Data Owner
Wade Goodman / Robin Stevens
Target Type
Measure ID
471506
Administrator Notes
Performance Liaison Notes