Customer Surveys

In the fall of 2010, the Planning & Development Department contracted with Insight Research, Inc. to conduct several surveys of our customers. The purpose of the surveys were to obtain customer opinion information regarding several of the services we provide. More specifically, we wanted to identify what the department does well, identify areas for improvement, identify the priorities of our customers, and establish a baseline of customer opinions that can be trended over time to determine if customer satisfaction and priorities are changing.

Insight research, Inc. conducted three first class mail-back surveys from specific groups of our customers.

The first survey was the Contractor Customer Survey that was sent to 1010 customers. This customer group consisted of building, electrical, mechanical and plumbing contractors that performed residential and/or commercial construction work in the city. For survey results, click here to read the Contractor Survey Report.

The Residential Customer Survey was sent to 600 property owners or homeowners that performed some type of construction work at their home and had building, electrical, mechanical, and/or plumbing work done at their home. For survey results, click here to read the Residential Survey Report.

And the final survey was the Development Review survey that was sent to 135 customers consisting of developers, engineers, landscape architects, land surveyors and planners that submitted development plans to the city. Development plans include site plans, subdivision plans, watershed plans and the like. For survey results, click here to read the Development Review Survey Report.

We will use these survey reports to guide service improvements while making sure we retain those areas where our customers told us we performed well. If you have any questions or comments after you read these reports, then please contact Lee Burnette @ 883-3328.