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This
year, CTMA is conducting its fourth annual customer experience baseline study of
building consent and inspection services in New Zealand.
Available
independently, or in conjunction with the study of resource consent
processes, 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:
-
Customers
who have recently experienced a building consent process
and have been issued with a building consent since 1st January 2010.
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Customers
who have recently experienced building inspection services and
have been issued with a code compliance certificate since 1st January 2010.
How
it works:
The
study benefits from as wide a customer-participation as possible;
hence we invite all councils to encourage their building consent and
inspection services customers to take part
in the on-line survey at no charge.
A
paper-based response process is also available for individual councils
should it be required. (A "per-response" fee for paper-based responses will be charged
to participating local authorities to cover the cost of return postage and
data processing).
A range
of report options is available for local authorities and other interested
parties. (For details of these options and report fees please see
below).
Invitations
to customers:
Depending
on the availability of customer contact data, participating councils
invite their building consent and inspection services customers to take part in the study by directly sending them
an email or a letter, explaining the objectives of the study and
containing an Internet link to the on-line questionnaires.
By inviting their own qualifying customers from their
internal records, councils are able to ensure that a census of those
qualifying customers is contacted whilst also preserving their privacy.
On-line
survey:
Customers can submit their feedback about their experience via a web-based
questionnaire. Responses are
completely confidential and customers will not be asked for any personally
identifiable information.
Response
fee:
There are no fees charged for on-line customer responses.
Paper-based survey:
A set of tailored questionnaires (in .pdf format) is provided to those
councils wishing to provide customers with a printed version of the
questionnaires for mail-based responses.
Mail-based responses are returned directly to CTMA’s FreePost
address for codification and data capture.
Response
fee:
A "per-response" fee of $5 (for each questionnaire returned
by mail) will be charged to councils that wish to use this facility.
The fee is to cover costs of FreePost returns and data processing.
Analysis and reporting:
Upon completion of the survey, CTMA analyses the responses and reports on the findings at three
levels of detail:
-
Individual "council-specific"
findings reports (for councils only)
-
National-level
findings report (for non-council participants)
-
Local
government working paper
These reports, and the terms of their availability, are described
in more detail below.
| Council-specific findings report: |
(Report Fee: $6,800 + GST) |
Each council participating at this level receives two council-specific reports, one focussing on the building
consent process and the other on building inspection services. In a graphical and tabular format, the reports present relative strengths
and improvement opportunities in the council's own building consents process and inspection services.
The reports examine four perspectives of the building consent process and inspection service performance:
- Overall customer satisfaction with the building consent process and inspection services and the impact on strategic
outcomes
- Problems experienced by customers, identifying specific areas of poor performance and sources of customer
dissatisfaction
- Customer behaviour (when things go wrong), identifying key aspects of customer complaint and word-of-mouth behaviour
amongst the council’s customers
- Response effectiveness, providing a measure of the council’s effectiveness responding to its customers when they
make contact about problems and concerns
Council-specific findings are treated in confidence and comparisons are presented in contrast to a nation-wide
average or as part of a "blind ranking", illustrating the position the council holds in a national ranking of other (unnamed)
councils.
(Council-specific reports are only made available to the individual council in question and only to those
councils that have actively and effectively encouraged their customers to take part in the study).
| National-level
findings report: |
(Report
Fee: $2,980 + GST) |
The National-Level Findings Report
is a more general, national-level, graphical and tabular
report of the Building Consent and Inspection Services study findings. It summarise
the overall national findings under the same four key areas of service performance, without reference to the performance of any
specific council.
(National-level findings reports are available to councils, building companies, developers and other selected organisations that have actively and effectively encouraged their customers to take part in the study).
| Local
Government working paper: |
(Report
Fee: Pro Bono) |
This
brief summary describes the key findings from the study, implications for
councils, observations and trends.
(This
is available to organisations that have actively and effectively
encouraged their customers to take part in the study).
Report briefings and additional support:
Following the study, CTMA can provide further consultative assistance
and report briefings to help individual councils interpret the study
findings and plan remedial actions. Fees and costs associated with
these services can be discussed on an individual basis.
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