As part of its efforts to continuously improve its services, BDS has conducted an annual survey of randomly selected permit and land use customers since 2002. Opinion Research NW conducted the 2007 survey for BDS last September by interviewing 671 permit and land use customers who submitted applications between August 2006 and June 2007.
After seeing customer satisfaction decrease significantly in 2006, the survey found that satisfaction increased in most service areas in 2007, with significant increases in satisfaction with land use review services.
Assessment of the data indicates that the rise in customer satisfaction levels can be attributed to the bureau increasing staffing levels, developing and implementing additional training for staff, and placing increased emphasis on accessibility to staff and services. BDS remains committed to providing the highest level of service to our customers, continuing our strong public outreach and education program, and continually looks for ways to improve our services and programs.
The survey report from Opinion Research NW is currently under review. As the report is finalized, the BDS management team will continue to discuss areas of concern and work on strategies to build on successes and address problem areas. The bureau is also preparing for its 2008 customer survey, which is scheduled for July-August.
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