Buller District Council

Buller District Council Customer Satisfaction Survey extended

18th February, 2021

Buller District Council has extended the closing date for its Customer Satisfaction survey (the survey) until 26 February providing more time to collect feedback about residents’ customer service experience with council.

Council launched the survey on the 1 February 2021 to gain insight into customer experiences and to identify where opportunities to improve are.

Chief executive Sharon Mason explains due to the low number of responses collected so far council decided to extent the survey by one week.

“It is very critical that we reach our minimum target number of 300 completed surveys to have the number of responses we need to ensure the results are statistically robust. We require this amount to ensure we have captured fair and adequate feedback.”

Ms Mason highlights: “If we drop below this number the survey is not statistically relevant. We still can draw conclusions, although limited, but we won’t be able to measure progress against our goal to increase customer satisfaction since we can’t compare the 2021 survey results to previous results.”

“We want to advance our internal processes towards delivering outstanding service and the foundation for this is written feedback from the community. Verbal feedback is great, but we need this in writing to turn it into actions”

Extensive marketing efforts have gone into the survey since 1 February. This includes advertising the survey online, on social media, in local publications, on radio and through sofa sessions, where residents can meet with council staff and fill out the survey.

Group manager community services Rachel Townrow says: “Feedback from the sofa sessions suggests a lot of people don’t think they are a customer of council and a lot of people are happy with how things are going so don’t think we need their feedback”.

Ms Townrow outlines: “When you register your dog, go to the library or the movies, fly out of Westport, ring up council, pay your rates, receive funding, own a dog or build a house you are a customer of council.”

“It is great to hear that a lot of people are happy with how things are going but we need their positive feedback, so we can continue doing the things that people think are working well.”

Council ramped up their marketing efforts by scheduling a cup of tea session at the Library on 18 February, increasing advertising on council’s website, social media, in print and being out on the street until 26 February.

Ms Mason highlights “This survey is residents chance to make a difference and shape how council engages and interacts with the community in the future.”

The survey can be filled out until 26 February online or by collecting a hardcopy from the council’s offices in Reefton and Westport. And libraries, the airport, the Karamea Information and Resource Centre, the Information Centre in Ngakawau, the Punakaiki DOC Office and the Pulse Energy Recreation Centre.

More information is available on council’s website https://bullerdc.govt.nz.service


For more information please contact
Rachel Townrow – rachel@bdc.govt.nz


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