ANNUAL REPORT 2007-2008 CITY OF GREATER GEELONG

CITY OF GREATER GEELONG ANNUAL REPORT 2007-2008
Customer Service Performance
2007-2008
In order to measure performance against our Customer
Service Commitments and identify opportunities for
continued improvement, the City of Greater Geelong
engaged Customer Service Benchmarking Australia to
conduct independent mystery shopping research
throughout 2007-2008.
The Customer Service benchmarking research is carried
out bi-monthly on the Customer Contact Centre, and
quarterly on all other Council contact centres and
face-to-face contact points. Each call/visit is marked on
40 assessment areas including connection time, greeting,
accuracy of information and inquiry resolution.
Comparisons of results are made between departments,
between previous periods results, as well as against
equivalent surveys undertaken on more than 150
Councils across Australia. The independent organisation
also identifies areas for improvement each period.
In the past 12 months, the City of Greater Geelong
has consistently achieved results above the industry
benchmark in many areas. This indicates the Customer
Service Commitments have gone a long way in
developing a culture built on listening, understanding
and proactively responding to internal and external
customer needs.
The following graphs represent a summary of the
organisations face-to-face and telephone customer
service performance over the past 12 months.
2007-2008 Face-to-Face Performance Summary
120
100
80
60
40
20
0
Wait time
(Seconds)
Greeting
quality
Enquiry
resolution
Acceptable
manner
2007-2008 Telephone Performance Summary
100
90
80
70
60
50
40
44
85
38
89 88 91
84
87 86 88
76
98
92
73
70
81
Council Industry Average
City of Greater Geelong
78
91
89
77 76
30
20
16
10
Council Industry Average
0
Connect time
(Seconds)
Greeting
Getting
through
Best
practice
Enquiry Communication
resolution
Service
delivery
City of Greater Geelong
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