Customer Satisfaction Survey - Town of Gawler

Customer Satisfaction Survey

Thank you for taking the time to complete this survey. The information you provide will be used by the Town of Gawler to impove the customer service we provide. No information that you provide will be linked to your name or household (unless you opt to be contacted by filling in your contact information at the end of the survey). However by providing us with some general personal details you will help us understand our customers and how we can serve you better. This survey will be open until the 14th August 2019.

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* 1. Which best describes you in relation to the Town of Gawler?

A local resident

An owner/ operator/ staff member of a local business

Visitor

Other (please specify)

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* 2. Which best describes you?

Male

Female

Other

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* 3. Which of the following age groups are you in?

Under 18

18-24

25-34

35-44

45-54

55-64

65+

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* 4. When answering the following questions think specifically about your last experience with Customer Service.

What was the nature of your enquiry?

Town appearance (e.g. litter / graffiti)

Roads/ footpaths/ drains/ trees

Animal management (e.g. roaming dog)

Planning and development

Rates/ fees and charges (including parking expiations)

Kerbside waste

Hard rubbish

Illegally dumped rubbish

Community events and services

Environmental issues

Health and safety

Libraries

Recreation and leisure (e.g. Aquatic Centre, sports facilities, parks)

Projects

Other (please specify)

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* 5. When you last made contact with Council was it via:

Phone

Letter/Mail

Council website

Social Media

Elected Member

In person at a customer service point (Gawler Administration Centre or Library)

In person at a different Council location or event (Gawler Sport and Community Centre, Youth Space, Gawler Aquatic Centre etc)

Other (please specify)

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* 6. Thinking of the most recent contact, how would you rate your overall satsifaction with Council's level of customer service? (Please think about the actual Customer Service you received, not the final outcome of your enquiry.)

Very satisfied

Somewhat satisfied

Neither satisfied nor dissatisfied

Not very satisfied

Not at all satisfied

Please provide a comment on why you have chosen the above answer:

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* 7. Taking into account your most recent enquiry, to what extent do you agree or disagree with the following statements? Please answer on a scale of 1 to 5 where 1 means completely disagree and 5 means completely agree.

	1	2	3	4	5	N/A
Staff were courteous, professional and helpful	Staff were courteous, professional and helpful 1	Staff were courteous, professional and helpful 2	Staff were courteous, professional and helpful 3	Staff were courteous, professional and helpful 4	Staff were courteous, professional and helpful 5	Staff were courteous, professional and helpful N/A
Council staff responding to my enquiry were knowledgeable, helpful and competent	Council staff responding to my enquiry were knowledgeable, helpful and competent 1	Council staff responding to my enquiry were knowledgeable, helpful and competent 2	Council staff responding to my enquiry were knowledgeable, helpful and competent 3	Council staff responding to my enquiry were knowledgeable, helpful and competent 4	Council staff responding to my enquiry were knowledgeable, helpful and competent 5	Council staff responding to my enquiry were knowledgeable, helpful and competent N/A
I was satisfied with the time taken to deal with my enquiry	I was satisfied with the time taken to deal with my enquiry 1	I was satisfied with the time taken to deal with my enquiry 2	I was satisfied with the time taken to deal with my enquiry 3	I was satisfied with the time taken to deal with my enquiry 4	I was satisfied with the time taken to deal with my enquiry 5	I was satisfied with the time taken to deal with my enquiry N/A
It was easy to make contact with Council	It was easy to make contact with Council 1	It was easy to make contact with Council 2	It was easy to make contact with Council 3	It was easy to make contact with Council 4	It was easy to make contact with Council 5	It was easy to make contact with Council N/A
Staff followed through on my request/ enquiry	Staff followed through on my request/ enquiry 1	Staff followed through on my request/ enquiry 2	Staff followed through on my request/ enquiry 3	Staff followed through on my request/ enquiry 4	Staff followed through on my request/ enquiry 5	Staff followed through on my request/ enquiry N/A
Staff provided me with all I needed to know in relation to my enquiry	Staff provided me with all I needed to know in relation to my enquiry 1	Staff provided me with all I needed to know in relation to my enquiry 2	Staff provided me with all I needed to know in relation to my enquiry 3	Staff provided me with all I needed to know in relation to my enquiry 4	Staff provided me with all I needed to know in relation to my enquiry 5	Staff provided me with all I needed to know in relation to my enquiry N/A
My enquiry was resolved as a result of the contact or I was informed of the outcome of my enquiry	My enquiry was resolved as a result of the contact or I was informed of the outcome of my enquiry 1	My enquiry was resolved as a result of the contact or I was informed of the outcome of my enquiry 2	My enquiry was resolved as a result of the contact or I was informed of the outcome of my enquiry 3	My enquiry was resolved as a result of the contact or I was informed of the outcome of my enquiry 4	My enquiry was resolved as a result of the contact or I was informed of the outcome of my enquiry 5	My enquiry was resolved as a result of the contact or I was informed of the outcome of my enquiry N/A

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* 8. Which of the following would be your preferred method of contacting Council?

Phone

In writing

At the counter - face to face

Online - payments/ information, self service

Online - Your Voice community consultation platform/ youth portal

Online - Social media

Other (please specify)

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* 9. What tasks do you like to do online? Tick all that apply:

Make a payment

Make a booking

Submit an application

Request a service/ action

Report a problem

Email Council

Reserve or borrow library items

Make a general enquiry

Give feedback on Council initiatives and plans

I don't interact with Council online

Other (please specify)

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* 10. When thinking about your most recent interactions with the Town Of Gawler, what can Council do to improve it's customer service? Please comment on any of your customer service interfaces such as face to face at a reception desk, (Administation Centre, Library, Youth Space, or Aquatic/ Sport and Community Centre), social media sites, website, community consultation via Your Voice Gawler platform, development application processes etc.

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* 11. When thinking about how you hear about Town of Gawler's work, programs, events and intitiatives, what is your preference for Town of Gawler to communicate with you?

Council newsletter via mail

Council newsletter via email

Advertising in local newspaper

Council website

Social Media

At Council sites (offices/ libraries/ sports centres)

Text message

Other (please specify)

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* 12. Is there anything about Council's customer service that you particularly appreciate or any other positive feedback you would like to share?

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* 13. Thank you for completing this survey. Would you like to be contacted by Council with regards to the Customer Satisfaction Survey, if so please fill in your contact details below, if not please click on the submit button below to complete this survey.

Name

Company

Email Address

Phone Number

Customer Satisfaction Survey - Town of Gawler