February 15, 2005
MECKLENBURG COUNTY PREPARING TO MEASURE
CUSTOMER AWARENESS AND SATISFACTION LEVELS
Charlotte, NC - In 2003, Mecklenburg County began a program to put greater emphasis on customer service. Now the County is preparing to measure levels of awareness and satisfaction with County services, so residents shouldn’t be surprised if they receive a phone call about their experiences.
Mecklenburg County’s annual customer/stakeholder survey will be conducted by the UNCC Urban Institute. The survey seeks feedback on customer service as well as citizen input regarding the quality, cleanliness, maintenance and availability of park and library services. Phone calls will begin the week of February 14.
The County’s 2004 community survey showed overall customer satisfaction at 88%, a 5-point jump from 2003. Brian Cox, manager of Customer Service and eGovernment, says there is always room for improvement, especially in coordinating and standardizing the effort. “Even though our Customer Service satisfaction is high, we need to adopt a set of Customer Service Standards that apply to all County employees,” says Cox. “We want a consistently high level of service for our customers, regardless of which department they interact with.”
Those standards are:
• Quality - Meeting and exceeding our customers’ requirements and expectations within the context of achieving the organization’s mission and legal mandates.
• Ethics - Defined as “doing what is fundamentally appropriate.” We believe in the highest standards of lawful and ethical conduct. Our reputation for truthfulness, fairness, and honesty is earned by each of us in our daily work.
• Timeliness - We are dedicated to meeting or exceeding customer expectations in a timely manner.
• Courtesy & Respect - We will show courtesy and respect for all customers while performing the services they require.
• Communication - We will communicate clearly and deliberately with customers as a key building block to excellent customer service and customer satisfaction.
The Customer Service Coordinating Council developed the standards. They tie directly to the County’s strategic plan and “Managing for Results” performance measurement system.Customer service champions have been trained and pass the standards to current employees. New employees will receive the training during orientation. For more information about Mecklenburg County customer service and the annual UNCC survey, call .