FY 2020 Customer Needs & Satisfaction
(May 1, 2021 to April 30, 2022)

1. FY 2021 (May 1, 2021 to April 30, 2022) Customer Needs & Satisfaction Survey

In this survey, we ask our customers to rate their satisfaction with the Human Relations Department's services. We hope you will take the time to complete all parts of the attached survey. Your input is valuable and it will help us to continue improving the services we provide to our clients.

Question Title

* 1. Please describe the quality of customer service you received during your most recent encounter with the Human Relations Department. If you choose excellent or unsatisfactory, please complete part two of the question.

Excellent

Satisfactory

Unsatisfactory

Other

If you answered excellent or unsatisfactory to this question, please give the section, name of employee, the issue involved and indicate what happened.

Question Title

* 2. Which division did you interact with during your most recent contact?

Civil Rights

Prevailing Wage

MWDBE Certification

Construction Workforce

Section 3

Administration

Question Title

* 3. Please let us know the name of the person you dealt with.

Question Title

* 4. What best describes your experience when calling the Human Relations Department?

Excellent

Good

Kept on hold.

Had to explain several times.

Transferred several times.

Other

Please give the section, name of employee, the issue involved and indicate what happened.

Question Title

* 5. How long did you have to wait before speaking to a Human Relations staff member?

I was taken care of immediately.

Within three (3) minutes.

Three to five (3-5) minutes.

Six to ten (6-10) minutes.

More than ten (10) minutes.

Other (please specify)

Question Title

* 6. Please finish this statement: "The Human Relations staff members were . . ."

friendly and courteous.

knowledgeable.

fast and efficient.

professional.

excellent at their job.

all of the above.

none of the above.

If you answered none of the above, please tell us the name of the section, employee name and the issue.

Question Title

* 7. The HRD staff member communicated well and kept me informed throughout the process.

Agree

Disagree

If you disagreed with the above statement, please tell us which section you were dealing with, the staff member's name and the issue.

Question Title

* 8. How helpful was the information from the Human Relations staff member?

Excellent

Good

Poor

I was given the wrong information.

He/she did not understand the question.

Other

Please give the name of the section you dealt with, the employee's name and the issue involved.

Question Title

* 9. How long did it take to get your issue resolved?

Immediate resolution.

One to three (1-3) days.

Four to six (4-6) days.

More than a week

The problem is still unresolved.

Other.

If you answered immediate resolution or the problem is still unresolved, please enter the name of the section, the employee's name and the issue.

Question Title

* 10. How would you describe the process of getting your concerns resolved?

Excellent

Satisfactory

Unsatisfactory

If you answered excellent or unsatisfactory to this question, please give the section, name of employee, the issue involved and indicate what happened.

Question Title

* 11. Overall, how satisfied are you with the service(s) provided by the Human Relations Department?

Very Satisfied

Satisfied

Somewhat Satisfied

Dissatisfied

Very Dissatisfied

Other

If you answered dissatisfied or very dissatisfied to this question, please give the section, name of employee, the issue involved and indicate what happened.

Question Title

* 12. What can we do to improve customer services? Please rate the following items for how they would fit your needs. If you have other suggestions, please include those.

	Strong need for this	Average interest	No interest
Provide financial guidance	Provide financial guidance Strong need for this	Provide financial guidance Average interest	Provide financial guidance No interest
Provide financial assistance such as loans	Provide financial assistance such as loans Strong need for this	Provide financial assistance such as loans Average interest	Provide financial assistance such as loans No interest
Provide financial assistance such as business loan packaging	Provide financial assistance such as business loan packaging Strong need for this	Provide financial assistance such as business loan packaging Average interest	Provide financial assistance such as business loan packaging No interest
Provide financial assistance such as bonding	Provide financial assistance such as bonding Strong need for this	Provide financial assistance such as bonding Average interest	Provide financial assistance such as bonding No interest
Provide marketing assistance	Provide marketing assistance Strong need for this	Provide marketing assistance Average interest	Provide marketing assistance No interest
Provide construction management	Provide construction management Strong need for this	Provide construction management Average interest	Provide construction management No interest
Provide legal services	Provide legal services Strong need for this	Provide legal services Average interest	Provide legal services No interest
Provide business plan development	Provide business plan development Strong need for this	Provide business plan development Average interest	Provide business plan development No interest
Contract notification	Contract notification Strong need for this	Contract notification Average interest	Contract notification No interest
Pre and post business operational guidance	Pre and post business operational guidance Strong need for this	Pre and post business operational guidance Average interest	Pre and post business operational guidance No interest
Personal evaluation of sales skills	Personal evaluation of sales skills Strong need for this	Personal evaluation of sales skills Average interest	Personal evaluation of sales skills No interest
Training in computer skills	Training in computer skills Strong need for this	Training in computer skills Average interest	Training in computer skills No interest
Government certification assistance	Government certification assistance Strong need for this	Government certification assistance Average interest	Government certification assistance No interest
Entrepreneurial development scholarships	Entrepreneurial development scholarships Strong need for this	Entrepreneurial development scholarships Average interest	Entrepreneurial development scholarships No interest
Guidance in "How to do Business with the City"	Guidance in "How to do Business with the City" Strong need for this	Guidance in "How to do Business with the City" Average interest	Guidance in "How to do Business with the City" No interest
Guidance on "How to do Business with the State & Federal Government"	Guidance on "How to do Business with the State & Federal Government" Strong need for this	Guidance on "How to do Business with the State & Federal Government" Average interest	Guidance on "How to do Business with the State & Federal Government" No interest
Construction training such as estimating	Construction training such as estimating Strong need for this	Construction training such as estimating Average interest	Construction training such as estimating No interest
Construction training such as cash flow analysis	Construction training such as cash flow analysis Strong need for this	Construction training such as cash flow analysis Average interest	Construction training such as cash flow analysis No interest
Construction training such as bidding	Construction training such as bidding Strong need for this	Construction training such as bidding Average interest	Construction training such as bidding No interest
Construction training such as blue print reading	Construction training such as blue print reading Strong need for this	Construction training such as blue print reading Average interest	Construction training such as blue print reading No interest
Construction training such as drafting	Construction training such as drafting Strong need for this	Construction training such as drafting Average interest	Construction training such as drafting No interest
Construction training such as scheduling	Construction training such as scheduling Strong need for this	Construction training such as scheduling Average interest	Construction training such as scheduling No interest
Construction training such as project management	Construction training such as project management Strong need for this	Construction training such as project management Average interest	Construction training such as project management No interest
Ability to view and copy site drawings of proposed projects	Ability to view and copy site drawings of proposed projects Strong need for this	Ability to view and copy site drawings of proposed projects Average interest	Ability to view and copy site drawings of proposed projects No interest
Access to bid cost estimation software	Access to bid cost estimation software Strong need for this	Access to bid cost estimation software Average interest	Access to bid cost estimation software No interest
Access to conference rooms	Access to conference rooms Strong need for this	Access to conference rooms Average interest	Access to conference rooms No interest
Business incubator space	Business incubator space Strong need for this	Business incubator space Average interest	Business incubator space No interest
Business planning seminar	Business planning seminar Strong need for this	Business planning seminar Average interest	Business planning seminar No interest
Business valuation	Business valuation Strong need for this	Business valuation Average interest	Business valuation No interest
Seminar on staying in tune with your business	Seminar on staying in tune with your business Strong need for this	Seminar on staying in tune with your business Average interest	Seminar on staying in tune with your business No interest
Seminar on financing your business	Seminar on financing your business Strong need for this	Seminar on financing your business Average interest	Seminar on financing your business No interest
Tax seminar	Tax seminar Strong need for this	Tax seminar Average interest	Tax seminar No interest
Training on employment law	Training on employment law Strong need for this	Training on employment law Average interest	Training on employment law No interest
Training on OSHA regulations	Training on OSHA regulations Strong need for this	Training on OSHA regulations Average interest	Training on OSHA regulations No interest
Training on housing laws	Training on housing laws Strong need for this	Training on housing laws Average interest	Training on housing laws No interest
Training on landlord tenant rights	Training on landlord tenant rights Strong need for this	Training on landlord tenant rights Average interest	Training on landlord tenant rights No interest
Conflict management skills	Conflict management skills Strong need for this	Conflict management skills Average interest	Conflict management skills No interest
Mediation services	Mediation services Strong need for this	Mediation services Average interest	Mediation services No interest

Other (please specify)