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r <br /> ATTACHKENT II <br /> 7 <br /> Customer Service Survey <br /> Benefits <br /> 1. Enables the County to identify where to place its energy as an organization in <br /> providing more effective customer service. <br /> 2. Gives a broad, County-wide perspective on citizen perception of service quality. <br /> 3. Provides objective, factual information of citizen perceptions of Orange County <br /> service quality and helps the County to see services from the perspective of the <br /> citizen. <br /> 4. Educates citizens about Orange County services and the importance the County <br /> places on customer service. <br /> 5. Follows through and builds on the County's on-going customer service initiative. <br /> Constraints <br /> 1. Does not provide information as to what the County needs to do; that is, how to <br /> close the service quality gaps. <br /> 2. May raise expectations on the part of citizens and employees which cannot be met <br /> or met in a timely way. Requires the County be clear about what it is going to do, <br /> and how the information will be used. Beyond this,requires that the County <br /> follow through and act on the survey results. <br /> 3. Requires excellent survey design and timing to assure validity; that is,the survey <br /> is measuring what it is intended to measure. <br /> 4. Will not tell the County if it is providing the right services. <br /> 5. Requires considerable investment of staff time to complete the survey and follow <br /> through on results. In turn,this requires the County make a commitment to this as <br /> a priority over an extended period. <br />