WDC Customer Service Nationally Recognised

Published: 19-Sep-2017

Last year, you told us in Waimakariri District Council’s 2016 Customer Satisfaction survey that our customer experience was both courteous and efficient. Last night, the Association of Local Government Information Management (ALGIM) agreed, awarding the WDC team the runner-up position at its annual nationwide Customer Experience Awards in Dunedin.

Three WDC customer service staff holding certificateThe Best Customer Experience Award is based on a ‘mystery shop’ exercise of every council in the country, and is something ALGIM undertakes annually.  

The exercise involves unannounced contact with all 78 of the country’s councils by the ALGIM Customer Experience researcher.  Each council is asked a standard set of questions across several common service request situations. An assessment is made of the responses and the overall customer experience is rated.

The results are aggregated to reach an average score, which last night saw Waimakariri’s team finish second only to Waipa District Council from the North Island.

ALGIM’s acknowledgement is great recognition of our hard working team, but it probably isn’t something that will surprise the overwhelming majority of our customers based on your response in last year’s survey.

Then, general satisfaction with our service was reported, with the survey receiving an 89% satisfaction rate for the overall courteousness of our front-office staff, and the quality of the service received, while the time taken to provide information was also rated above 80% by the 486 residents who took part.

As part of our on-going commitment to the value of “doing better every day”, council has routinely sought external feedback on its performance both from residents, but also via external assessment.

A further judgement on how we are going is due out shortly, with council awaiting the ‘verdict’ of Local Government New Zealand, having been the only Canterbury council to participate in LGNZ’s inaugural Local Government Excellence Programme.

The results of that assessment, which saw an independent team of assessors review every aspect of council’s operations, are due to be released early next month.

Name: Matt McIlraith

Phone: 0800 965 468