Councils Need to Know How They're Doing

Building Consent and Inspection Services 2009

Councils Need to Know How They're Doing

This week, CTMA is launching its third annual national customer experience study of Building Consent and Inspection Services, and a follow-up to their 2007 customer study of Resource Consent Processes.

Many councils continue to work on ways to improve these services, and feedback from those who have experienced them as "customers" is vital to councils who want to know what's working and what's not.

Last year the study was extremely successful and feedback was again 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 their work improving the service.

"The study is helping participating councils to prioritise improvements that will have the biggest influence on the success of their customers' building projects",  explains Paul Linnell, CTMA's Managing Director.  "Without feedback from customers, their investments can be misdirected and lead to higher overall project costs and longer delays."

Individuals and organisations throughout New Zealand who have obtained Resource Consent, Building Consent or Building Inspection Services during the past 12 months are invited to take part in the study.  All they need to do is to provide their feedback about their experiences via the online questionnaire at:

www.feedback-direct.com/nzconsents

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.

CTMA is a service quality improvement firm that provides a range of consulting and research services to help organisations improve their service to customers.  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 and develop their customer relationship strategies.

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