Telephone Call Feedback Form Survey

Feedback form for the Development Services Department telephone call.

1. When did you visit Development Services?

	MM		DD		YYYY		HH		MM	AM/PM
Please enter Date and Time	When did you visit Development Services? Please enter Date and Time Month	/	Day	/	Year		Hour	:	Minute	AM or PM

2. Please tell us the business you conducted:

Please tell us the business you conducted:

3. Please tell us the name of the person assisting you:

Please tell us the name of the person assisting you:

4. Please enter your Secret Shopper Participant Number:

Please enter your Secret Shopper Participant Number:

5. Please tell us the areas/divisions of the department you visited:

Please tell us the areas/divisions of the department you visited: Call Center Customer Service Counter (C of O)

Land Development Counter

Plan Review

Public Works

Environmental Review

Master Development Plans

Traffic Impact Analysis

One-Stop Counter (Residential Intake/Trade Permits)

Customer Assistance Team (Commercial Intake)

Subdivision Review

Addressing/GIS

Inspection

Historic Design and Preservation

SAWS

6. Please tell us about our phone etiquette:

	Yes	No
Your call was answered promptly (three rings or less)	*Please tell us about our phone etiquette: Your call was answered promptly (three rings or less) Yes	Your call was answered promptly (three rings or less) No
The employee identified themselves by division and name	The employee identified themselves by division and name Yes	The employee identified themselves by division and name No
The employee used a friendly and professional tone	The employee used a friendly and professional tone Yes	The employee used a friendly and professional tone No
The employee clarified your request	The employee clarified your request Yes	The employee clarified your request No
If your call was transferred, the employee explained the reason they were transferring you	If your call was transferred, the employee explained the reason they were transferring you Yes	If your call was transferred, the employee explained the reason they were transferring you No
You were given the name and number of the person you were being transferred to	You were given the name and number of the person you were being transferred to Yes	You were given the name and number of the person you were being transferred to No
Your call was not transferred directly to voicemail (unless you requested)	Your call was not transferred directly to voicemail (unless you requested) Yes	Your call was not transferred directly to voicemail (unless you requested) No
The	The Yes	The No

7. Please tell us about our voicemail:

	Yes	No
The greeting was easy to understand (clear and concise)	*Please tell us about our voicemail: The greeting was easy to understand (clear and concise) Yes	The greeting was easy to understand (clear and concise) No
The recorded greeting gave you the person's name	The recorded greeting gave you the person's name Yes	The recorded greeting gave you the person's name No
Your call was returned within 24 hours	Your call was returned within 24 hours Yes	Your call was returned within 24 hours No
If you received a vacation or extended out-of-office greeting, you were given another employee's name and number for help with an issue requiring immediate assistance	If you received a vacation or extended out-of-office greeting, you were given another employee's name and number for help with an issue requiring immediate assistance Yes	If you received a vacation or extended out-of-office greeting, you were given another employee's name and number for help with an issue requiring immediate assistance No

8. Please tell us about our customer service:

	Excellent	Good	Fair	Poor	Unacceptable
Staff response time	*Please tell us about our customer service: Staff response time Excellent	Staff response time Good	Staff response time Fair	Staff response time Poor	Staff response time Unacceptable
The number of rings before your call was answered	The number of rings before your call was answered Excellent	The number of rings before your call was answered Good	The number of rings before your call was answered Fair	The number of rings before your call was answered Poor	The number of rings before your call was answered Unacceptable
Staff members identified themselves	Staff members identified themselves Excellent	Staff members identified themselves Good	Staff members identified themselves Fair	Staff members identified themselves Poor	Staff members identified themselves Unacceptable
Professionalism and courteousness of the staff member(s)	Professionalism and courteousness of the staff member(s) Excellent	Professionalism and courteousness of the staff member(s) Good	Professionalism and courteousness of the staff member(s) Fair	Professionalism and courteousness of the staff member(s) Poor	Professionalism and courteousness of the staff member(s) Unacceptable
Knowledge of the person assisting you	Knowledge of the person assisting you Excellent	Knowledge of the person assisting you Good	Knowledge of the person assisting you Fair	Knowledge of the person assisting you Poor	Knowledge of the person assisting you Unacceptable
You were asked if you needed additional assistance	You were asked if you needed additional assistance Excellent	You were asked if you needed additional assistance Good	You were asked if you needed additional assistance Fair	You were asked if you needed additional assistance Poor	You were asked if you needed additional assistance Unacceptable
Length of time you were placed on hold (if applicable)	Length of time you were placed on hold (if applicable) Excellent	Length of time you were placed on hold (if applicable) Good	Length of time you were placed on hold (if applicable) Fair	Length of time you were placed on hold (if applicable) Poor	Length of time you were placed on hold (if applicable) Unacceptable
Overall service you received	Overall service you received Excellent	Overall service you received Good	Overall service you received Fair	Overall service you received Poor	Overall service you received Unacceptable

9. Additional comments:

Additional comments:

Telephone Call Feedback Form

1. Telephone Call