NEWS RELEASE from Hutt City Council
29 November 2001
HUTT CITY CONTINUES TO IMPROVE
Results from a recent ACNielsen survey show that overall, 92% of customers are satisfied with the standard of customer
service they received at Hutt City's Customer Service Centre.
The figure compares with 90 percent satisfaction in 2000 and 89 percent in 1999.
Manager Customer Relations, May Haines says there has been an improvement since last year's measure in all statements
relating to the standard of service.
"Nine out of ten people who visited the Customer Service Centre rated Hutt City Council's overall standard of customer
service as very good or good, and one in two rated Hutt City Council as very good," said May Haines.
"We're really pleased with our rating, which has come about through a lot of hard work by many people, and we will
continue to look for ways that we can improve even more." Excellence in customer service has been an area of focus for
Hutt City Council for a number of years.
"We encourage a culture where staff gain satisfaction from putting the customer first," May Millar said. "This is
confirmed in the survey with customers, when asked, saying that Hutt City Council has staff who:
* act in a professional way (92% agree)
* are always courteous with customers (92% agree)
* are always easy to approach for assistance (90% agree)."
ACNeilsen analysed 316 exit interviews completed at the Customer Service Centre in September 2001.
"We want to know how well we are performing overall, how well we are performing on specific aspects of service, and seek
feedback on how we can improve," May says.
The survey identified which aspects of customer service are important in driving overall customer satisfaction, and what
are the priorities for Hutt City Council to help improve the standard of service it delivers. One key area identified to
focus on for improvement is to deliver in the time promised.
The extremely good survey results continues an excellent showing by Hutt City's Customer Services Group, which won the
local authority category of the prestigious 2001 Performance Excellence Awards earlier this year.
A copy of the executive report is available on the council's website www.huttcity.govt.nz http://www.huttcity.govt.nz.
ENDS
For further information please contact:
Name: Kirk MacGibbon
Position: Communications Manager
Hutt City Council
DDI: 04-570 6940
Fax: 04-570 6964
Email: kirk.macgibbon@huttcity.govt.nz
Website: http://www.huttcity.govt.nz