Annual Report 2005-2006 - Waverley Council

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Reviewing Our 2005/2009 Management Plan
Did We Do What We Said We Would Do?
Our Organisation
Program: 36 Quality, Responsive Customer Service
Activity Measure Target Progress this
36.2 Creating A Service
Culture.
Performance in mystery caller and
mystery shopper programs.
Performance in customer service areas
against internal service standards.
Results from exit interviews with
customers.
Performance in dealing with complaints.
Results from internal customer surveys.
Annual Report 2005/2006
Mystery Shopper:
• Average 80% on all measures.
• 75% of CARS requests meet service
standard.
• 90% of CARS completed within one
week of service standard.
• Overall customer satisfaction score of
80% or better.
• 90% of complaints finalised within
service standard.
• Overall customer satisfaction score of
80% or better.
quarter