1. Customer Questionnaires
These tools are very important because they reflect a care on the part of the provider while collecting important and useful data. Complaining customers are even more crucial. Marshall Field expressed his concern for complaining customers by indicating,” Those who complain teach me how to please others, only those hurt me who are displeased and don't complain. They refuse us the permission to correct our errors and improve our services."
2. Staff Follow-Through
a. Phone surveys will be used to randomly check with utility customers, users of park and recreation facilities, builders, code enforcement complainants, and applicants for development approval to ascertain input on customer service performance and related Town procedures, and the like.
b. Community surveys may include inquiry into how the Town’s staff can improve services in the community (e.g., outreach forums wherein service issues may be addressed).
c. Town of Davie supervisory staff shall conduct periodic oral interviews by solicitation and by inquiring if customer satisfaction is achieved.
d. Creation of customer suggestion box for those individual customers not comfortable with questionnaires and surveys.
3. Benchmarking
This method is the best possible way of comparing/contrasting the Town’s efforts against others. Benchmarking makes an organization reflect on its own standards and serves to identify best practices of other competing entities.
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