An online survey at www.solanocounty.com asks residents how satisfied they are with the County’s overall performance in providing services. The survey also focuses on a resident’s latest interaction, whether that encounter is by mail, in person, on the phone or over the Internet.
“I am very proud of the excellent customer service our County employees provide, sometimes in very challenging situations. This survey helps us validate our commitment to customer service excellence,”
Since the survey first launched in June 2010, the majority of respondents have reported being satisfied with the County’s overall performance. The initial 79 percent satisfaction rating mirrors results of the Countywide Residents Survey conducted in February 2008, which reported 78 percent of respondents were satisfied with County services and programs and 91 percent reported favorably on the County’s customer service.
The brief survey tailors the questions to the department and the type of interaction. For example, the Agricultural Department asks questions about the placement of insect traps or the quality of an inspection. Unique questions for the Probation Department focusing on the interaction with the probation officer. People who access services via the County’s website are asked about the ease of navigating the website and usefulness of the information provided.
Since the Board of Supervisors adopted its current strategic plan in 2006, the emphasis on customer service has become an even more integral part of the County’s workplace culture. All County employees have participated in customer service training, and customer service is part of new employee orientation.
The data from the online survey is aggregated to give a countywide picture. Over time, the data will provide information to help maintain high customer service standards as the County evolves the way it delivers services with fewer resources.
Other highlights from the online survey include:
-- In assessing their last interaction with the County, respondents reported very satisfied or somewhat satisfied in the following categories:
- 75.9% - Overall experience
- 79.6% - Professional of staff
- 83.3% - Courtesy of staff
- 79.6% - Timeliness of response or answer to your issue or question
- 77.8% - Resolution of issue or question
-- 84.8% reported the experience was the same or better than previous interactions with the County
-- In assessing their satisfaction with the County’s website, respondents reported very satisfied or somewhat satisfied in the following categories:
- 87.5% - Overall experience with the County website
- 87.5% - Ease of accessing the website
- 87.5% - Ease of navigating through the website
- 85.8% - Finding the information you need
- 85.8% - Usefulness of the information provided
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The County of Solano, under the direction of the Board of Supervisors, delivers a wide variety of local government services. The County's mission is to serve the people and to provide a safe and healthy place to live, learn, work and play.