Annual Report 2019 - 2020

Customer Service
The Assessor’s Office utilizes an automated telephone based customer
satisfaction survey which measures clarity of information,
courtesy, helpfulness, professionalism, promptness, and overall
satisfaction. Last year, 371 taxpayers participated in our customer
satisfaction survey, and results were consistent with last year,
shown in the chart to the right.
What our Customers
are Saying
Knowledgeable and Professional 88%
Reaching Out to the Community
County Assessor Larry Stone enjoys speaking to neighborhood associations,
realtors, business organizations and civic groups like Rotary,
Kiwanis, City Councils, School Boards, and Chambers of Commerce.
Last year, he delivered over 40 speeches. To request the Assessor to
speak, go to www.sccassessor.gov.
86%
88%
Customer Satisfaction
Survey Results
86% 86% 86%
Mr. Larry Stone’s
speech was very
powerful, informative
and helped a
lot.
88%
91%
87%
2012 2013 2014 2015 2016 2017 2018 2019
Promptly Answered Call 87%
Courteous and Helpful 88%
Overall Satisfaction 87%
“Ibrahim was
“He dealt with
very knowledgeable
this “Everyone audit in was a very
“I was treated so well.
and answered all our so professional wonderful manner. and so He
Your staff is very patient and
questions. He treated us quick
was very
to help.
thorough
I love
but
the
very
helpful in explaining the
reasonable with what we
with property respect transfer and was very County Assessor’s Office!!
can and cannot provide
kind. process.” I will tell
So much better than
people about “Helpful and in terms of support
I thought it
my experience.”
beyond very helpful to and me” profes-
“Great
went “Tran above was and documents.”
would be!!”
“Julie
“I
“Wonderful.
was very helpful sional.”
customer
had wonderful,
wonderful “It is be-
service. A++++”
Extremely patient.
service!
to explain non-profit
Explains the “big
organization tax exemption
and require-
puts
“
She cause answered
“Ibrahim
of Steve’s the phone
was
exemplary
she was very so public helpful, knowledgeable
promptly,
picture”
ments and process.
Wonder-
in
am writing to you. Steve was
service she followed
the specific
that I
through, called and me answered back on my all cell, our left
so w
details
a voice mail. questions. Going through He treated the experience
that I’ve gone through with was changing very Count
us quick
context.” ful job!” professional, with respect helpful, and courteous
properties and responsive because kind. of I throughout will my tell mom’s death, the So
“Answered
she was appeals just people really, process. really about I wonderful know it
“Tran to was
questions respectfully. “Nice to work comes with from and my I’m the experience.”
just top so down, appreciative.
She’s a good has one to high keep
as
come in and be the Assessor
very helpful
Didn’t make feel like any
served with no problems.
Helped us with
questions were silly”
on with standards
and professional.”
“Julie your staff.”
forms and provided
was very helpful “She
“Above
“I
much needed
to explain non-profit was
“On “I
and a beyond scale my expectations!
0-10, Outstanding customer ser-cause of S
wish all my
information.”
organization tax professional, exemption
She rect, and with clarity
di-
from requirements
and pro-
emplary I felt pub
is an
service!”
“11”. throughout. vice experiences
“Faster than
were this nice.”
She was cared for.”
cess. Wonderful
job!” professional, h
am writing to
McDonald’s
awesome”
and responsiv
appeals pro
comes from t
the Asses
stan
“Nice to
come in and be
served with no problems.
Helped us with
forms and provided
much needed
information.”
“Above
and beyond my exp
tations! Outstandi
service!”
26
Santa Clara County Annual Report 2019