Utility Billing and Collections Neighbor Satisfaction Survey

City of Fort Lauderdale

Dear Neighbor:

The City of Fort Lauderdale would like to thank you for giving us the opportunity to serve you. Please help us serve you better by taking a couple of minutes to tell us about the customer service you have received, and how we may improve. We appreciate your business and want to make sure we exceed your expectations.

Kind regards,

Veronica Wade, Revenue Collections Manager

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* 1. In your most recent visit to our Utility Billing and Collections Service Center, located in City Hall, how would you rate the overall appearance of the department’s waiting area?

Excellent

Good

Fair

Poor

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* 2. About how long did you have to wait to speak to a representative?

I was taken care of immediately

Within 3 minutes

3-5 minutes

5-10 minutes

More than 10 minutes

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* 3. How would you rate the representative’s friendliness?

Very friendly and helpful

Friendly

Cordial

Not friendly at all

Rude

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* 4. Did our representative… (Select all that apply)

Quickly identify the problem

Appear knowledgeable and competent

Help you understand the cause and solution to the problem

Handle issues with courtesy and professionalism

None of the above

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* 5. About how long did it take to get this problem resolved?

Immediate resolution

Less than a day

Between 2 and 3 days

Between 3 and 5 days

More than a week

The problem is still not resolved

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* 6. How well did we understand your questions and concerns?

Extremely well

Very well

Somewhat well

Not so well

Not at all well

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* 7. Overall, how would you rate the quality of your customer service experience?

Very positive

Somewhat positive

Neutral

Somewhat negative

Very negative

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* 1. In your most recent visit to our Utility Billing and Collections Service Center, located in City Hall, how would you rate the overall appearance of the department’s waiting area?

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* 2. About how long did you have to wait to speak to a representative?

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* 3. How would you rate the representative’s friendliness?

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* 4. Did our representative… (Select all that apply)

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* 5. About how long did it take to get this problem resolved?

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* 6. How well did we understand your questions and concerns?

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* 7. Overall, how would you rate the quality of your customer service experience?

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* 8. If you were less than totally satisfied, please take a moment to let us know what we could have done to serve you better.