Council Seeks Customer Research and Satisfaction Tracking Solutions

Exploring Customer Insights � Customer Research We are seeking a solution that will establish methods for engaging with internal/external customers, which include targeted focus group/feedback engagements. (Quantative sample). This piece of work will need to be a collaborative partnership utilising internal Council staff as required to also undertake work as identified.

� Include a broad range of different customer and service types, including: o business customers engaging with a range of council services o people who receive a direct service or product such as a consent o those who have a service transaction such as an enquiry about dog control o diverse groups within the community, such as youth, disabled residents, Maori, and immigrants o wider business and residential customers who receive general services such as water, pools or parks without having a direct �service� interaction � Map the needs and expectations across different types of customers and services, identify similarities and differences.

� Identify and prioritise the factors that have the most impact on customers overall experiences and perceptions. � Findings and recommendations from the research to be provided to Council so that we can; o Understand the behaviours and standards expected so a Customer Service Charter can be developed. o Decide what best practice should look like across the organisation and desired levels of service.

o Understand customer engagement channels of choice � i.e. self-service, web, face to face, traditional or other. Customer Satisfaction Tracking We are seeking a solution that will establish a system to capture, identify, develop and implement on-going methods for capturing customer experience measurement and insights.

� Establish a baseline and targets for which to measure on-going customer satisfaction � Set up on-going methods for capturing customer experience measures and insights, that are timely and real-time.