SERVICE TASMANIA CUSTOMER SURVEY APRIL-MAY 2017 Timeframe: 26 April 10 May Survey Online survey in Survey Monkey. An incentive prize was offered for customers completing the survey online. – 2017 Some reply paid mail back forms were available in service centres or to be posted out to telephone users if Type: required, however only six were received back. Delivery After service feedback from Service Tasmania phone, service centres and internet users. E-mail requests were sent to more than 8 000 online bill payers who had consented to provide their email address for future feedback surveys. Channel: Survey Customers were asked to rate their level of satisfaction and their level of agreement to a series of attitude statements. Minimal verbatim comments were sought to clarify. Measurement /Analysis Number of 1,621 (prev. 2,617) made up of customers from each of Service Tasmania’s three service delivery channels: completed Service Centres 830 (1,115) Phone 228 (65) Online 529 (1,372) surveys* Overall 91% (prev 86%) Satisfaction Individual Channel Satisfaction: Service centres 91% (prev 95) Phone 89 % (prev 69) Online 92% (prev 94) Quality of Overall: Service centres: Online: Phone: Service: 95% (prev 85) 95% (prev 98) had 98% (prev 84) had 93% (prev 72) had their expectations met of all expectations met or their expectations or exceeded (Customer customers had exceeded met or exceeded Expectations): their expectations met or exceeded
SERVICE TASMANIA CUSTOMER SURVEY APRIL-MAY 2017 Timeframe: 26 April – 10 May 2017 Survey Type: Online survey in Survey Monkey. An incentive prize was offered for customers completing the survey online. Some reply paid mail back forms were available in service centres or to be posted out to telephone users if required, however only six were received back. Delivery Channel: After service feedback from Service Tasmania phone, service centres and internet users. E-mail requests were sent to more than 8 000 online bill payers who had consented to provide their email address for future feedback surveys. Survey Measurement /Analysis Customers were asked to rate their level of satisfaction and their level of agreement to a series of attitude statements. Minimal verbatim comments were sought to clarify. Number of completed surveys* 1,621 (prev. 2,617) made up of customers from each of Service Tasmania’s three service delivery channels: Service Centres 830 (1,115) Phone 228 (65) Online 529 (1,372) Overall Satisfaction 91% (prev 86%) Individual Channel Satisfaction: Service centres 91% (prev 95) Phone 89 % (prev 69) Online 92% (prev 94) Quality of Service: (Customer Expectations): Overall: 95% (prev 85) of all customers had their expectations met or exceeded Service centres: 95% (prev 98) had expectations met or exceeded Online: 98% (prev 84) had their expectations met or exceeded Phone: 93% (prev 72) had their expectations met or exceeded
Results_of_Service_Tasmania_s_April-May_2017_Customer_Survey.DOCX