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CTMA's annual programme of customer experience baseline
studies has now entered its fifth year and this year the studies again focus on two important
areas:
Study 1:
Building consent and inspection services
The Building Consent and
Inspections study is actually two studies in
one.
Each is supported by an
individual questionnaire and directed towards a
specific group of customers:
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Customers who have recently
experienced the building consent process
and have been issued with a building
consent since January 1st, 2011.
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Customers who have recently
experienced building inspection services
and have been issued with a code
compliance certificate since January
1st, 2011.
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Study 2:
Resource consent process
The study of customer experience
with
the Resource Consent process is available
independently, or in conjunction with the study
of building consent and inspection services.
This study is directed towards:
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Providing actionable findings for individual councils
The studies go beyond simple customer
satisfaction scores and a performance index. They are designed to provide participating councils and their regulatory
departments specific and actionable findings
in their own individual (and confidential) council-specific reports:
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Council-specific reports identify areas of poor performance,
sources of customer dissatisfaction and customer-driven improvement priorities
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The studies present customer satisfaction and
prioritise improvement opportunities in terms of
customer-driven outcomes and they estimate the potential return
on specific areas of service-level investment
The industry-wide nature of the studies help to establish a national baseline of customer satisfaction with consent
and inspection services and provide participating councils with a measure of their relative position compared to other
(un-named) councils. In addition, the "key drivers of customer
satisfaction" identified in the studies provide a baseline
against which individual councils can design a customer experience management programme to track and manage future progress. The
industry-wide approach to these studies provides an economy-of-scale that makes it a very cost-effective investment.
Please take a few minutes to look at the
details of how the studies work and see how you can
register to take part, via the menu above.
Additional background:
In 2007, CTMA conducted a customer experience study for local government to establish a national baseline of
customer satisfaction with building consent and inspection services. This was the first time such a comprehensive nationwide study
of customer experience with building consent processes had been conducted in New Zealand. Since then, CTMA has repeated the study
each year to provide an update for previous participants and valuable customer-driven insights for newly participating councils.
The
nationwide approach also provides the opportunity for
comparative measurements between councils. During the past four years the study has observed significant improvements in
customer satisfaction at a some councils. Similarly,
at some councils there has been a
significant reduction in problems experienced by customers.
These improvements appear most evident and consistent amongst councils that have participated in
the annual study. In 2010, the percentage of customers who reported having experienced problems at participating councils
was less than half the percentage of customers reporting problems at other councils.
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