Current status:
Customer Response
Phase:
The project has now entered the live
customer response phase. Questionnaires are
currently being fielded by participating
councils. Additional responses are
also being requested from consent and
inspection customers through building
industry association and professional body
memberships, and readers of building
industry publications.
Councils wishing
to take part in the
2011 studies, who have not yet registered,
should now do so as soon as
possible. Simply access the registration page from the menu above and enter your details in the registration
form. |
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Customer invitations:
Please remember, councils and other professional bodies involved in the building industry may invite their customers to take part
in the on-line part of the study for no fee.
Questions and answers:
Can we get a copy of the report later - even if we don't
take part now?
The value of the study, particularly at the council-specific
level, is greatly influenced by the volume of customer
responses. The role of each participating council,
encouraging this response amongst its own customers, is a
key contribution to the overall success of the study and is
reflected in the report fees. In fairness to those councils
that are actively participating, reports will not be
available to non-participants.
Do we have to send out the paper-based questionnaires, or
can we simply ask our customers to respond on-line?
During the past four years we have found that where
customers were given a choice, nearly 95% chose to respond
using the printed questionnaire, even though all printed
questionnaires included clear directions as to how they
could have responded on-line.
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For councils
where the principal method of contacting these customers is via mail, we recommend you use the
paper-based questionnaire option
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For councils
where the principal method of contacting these customers is via email, an email inviting them
to take part in the study, containing a link to the
on-line questionnaire may be sufficient
-
For building
companies, developers and other professional bodies
involved in the building industry, wishing to encourage
their members, customers and associates to take part, we
recommend that you send them an email containing a link
to the on-line questionnaire
We are about to do a major review of our consent
and inspection services. Wouldn't it be better if we took part in this
study another time?
For you, there is no better time to do this study. It is
specifically designed to help identify and prioritise the
things that most need improvement. If you are about to
undertake a process review, this study will help provide your
project with focus, justification and valuable
customer-driven insight.
Additional opportunities
Ongoing
tracking programmes – Managing ongoing service-quality:
For councils wishing to build on the key drivers of satisfaction identified in these baseline studies
and build a customer experience management programme to track and manage future progress, CTMA has developed an ongoing satisfaction-tracking
programme that serves as a management tool to help
individual councils manage the service-quality of their
building consent processes.
The programme consists of a
short one-page questionnaire that is sent to customers as
soon as their building consent has been issued. For each
council, depending on response volume, the programme can
report monthly or quarterly to the level of individual
consent types and building consent officers. Council
management can then identify strengths and improvement
opportunities for individual members of staff and identify
opportunities to improve service and address issues with
specific consent types. |
