13th November 2008 FOR MORE INFORMATION:
Building Consent and Inspection Services
What is it really like for the customer?
In the past twelve months, many councils have been working on ways to improve their Building Consent and Inspection
services and this year CTMA is conducting a follow-up to its 2007 study, to help participating councils discover where
improvements have (and have not) been made.
The study last year was extremely successful and feedback was received from hundreds of homeowners, builders, architects
and other building professionals about the Building Consent and Inspection Services they had experienced from councils
across the country. This information was used by participating councils to help identify where their customers were
feeling pain and where to prioritise work on improving the service.
"From last year's study it's clear that councils need to prioritise on making the improvements that have the biggest
influence on the success of their customers' building projects", explains Paul Linnell, CTMA's Managing Director.
"Without substantial feedback from customers, their investments can be misdirected and lead to higher overall project
costs and longer delays."
This year, individuals and organisations throughout New Zealand who have obtained Building Consent or Building
Inspection Services during the past 12 months are being invited to take part. All they need to do is to provide their
feedback about their experiences via the online questionnaire at:
This is an important study and the results will be used by participating councils to help shape their future services.
All responses are confidential and respondents will not be asked for any personally identifiable information.
CTMA New Zealand Ltd. is a service quality improvement firm that provides a range of consulting and research services to
help organisations build loyalty and advocacy by improving customer experience. In addition to its client-specific
services, CTMA conducts customer service benchmarking and best-practice studies to help public and private sector
organisations improve service to customers and the effectiveness of their customer relationship strategies.