Key issues in the industry

Often we hear the saying, “it’s not what they said, but how they said it”. And that single incident can shade our entire perception of an individual, a department and an entire municipal governing body or governmental agency or entity. We have worked in a variety of industries, and understand how to keep customers happy in all of them, including in government work. Our customer intelligence strategies allow us to provide you with the highest quality information that is reliable and given to you in a timely manner. By looking over this information, you can better understand the variables that are affecting the success or failure of your business, and use these factors to better empower your company. Understanding customers’ perceptions of your business is key in this, and some of the variables that we measure when evaluating government processes include:

  • What is the first impression we create in the resident/constituent’s mind?
  • Are employees in full compliance with all governmental policies or procedures?
  • How efficiently and accurately do staff members quantify the resident/constituent’s needs?
  • Are residents/constituents being thanked, treated with courtesy and made to feel that we care?
  • What is our level of customer service in the libraries, parks and government services departments?
  • Do residents/constituents feel “counseled and advised” or “processed and discarded”?
  • Are staff members creating a pleasant transaction, or just going through the motions?
  • Are transactions and requests for information being handled timely?
  • Are employees polite when giving information on the phone and transferring calls?
  • Are recipients of governmental funding in compliance with requirements?
  • What elements could we add to our process to be perceived to be more customer-friendly?
  • Are staff members fully informing residents/constituents about the services, products and promotions which are available to them?
  • Are employees knowledgeable about the policies of their division?
  • Are legal displays, signage and other governmental or marketing collateral in place and properly placed throughout the office or facility?
  • What do our current constituents think of us? What do they say about us on social media?
  • Are employees in full compliance with all governmental policies or procedures?
  • Are we responsive on the phone and in dealing with internet inquiries?
  • Bottom line: how do we come across to our residents and constituents?

CX Orlando has a proven suite of measurement and marketing tools to ensure your department or agency is creating the best possible environment to service residents and constituents in an exemplary and efficient manner, and further foster respect, pride and admiration for local Government Agencies, Entities and Departments.

Customer Intelligence Best Practices for the Industry

Acquiring and maintaining exceptional customer service levels requires the ability to consistently gather and measure data and feedback throughout your value chain. Below are the most prominent areas that government clients of CX Orlando gather customer intelligence on to improve overall performance.

  • Parks and Recreation
  • Business Licenses
  • Building Permits
  • Animal/Hunting/Fishing Licenses
  • Inspections
  • Code Enforcement
  • Tax Office
  • Police Department
  • Fire Department
  • Community Service
  • Driver’s Licenses
  • Highway Authority
  • Public Transportation
  • Aviation Board
  • Community Development Districts (CDDs)

Benefit from our experience in working with government agencies, entities and departments by requesting a consultation today. We can help you develop a customized plan to address the needs you know you have, and the ones you didn’t even know existed.

Recommended Measurement Tools Include: