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City Employees Receive High Satisfaction Rating From Residents For Customer Service Performance

The City of Santa Clarita places a strong emphasis on customer service and a recent survey of residents who interacted with employees through the City’s eService feature gave high marks for employee job performance and customer service. 

More than 250 residents provided survey responses during August 2013.   Overall, the City has seen a 23 percent increase in the number of returned survey responses compared to the same period last year.  Highlights from the customer service survey include:

  • 93 percent of residents surveyed indicated that the customer service they received met or exceeded their expectations,
  • 93 percent of residents surveyed believed that City employees are good or superior in their effectiveness,
  • 93 percent of residents surveyed rated City employees as good or superior when it comes to the timeliness of responding to any questions, concerns or requests, and
  • 95 percent of residents surveyed stated City employees are extremely courteous.

   “We place a big emphasis on customer service and employees strive to not just meet expectations but exceed them, whether in person, on the phone, or online,” said Mayor Bob Kellar.  “These survey results are critical for us in determining whether our efforts are successful.  We want to say thank you to those who took the time to respond - your feedback is helpful and appreciated.” 

            Survey results were conducted through the City’s online eService application where residents are able to search a variety of topics and submit questions about City programs and services.  Once residents receive a response to their inquiry, typically within a 24-hour period, they are asked to complete a voluntary survey and provide feedback on the City’s performance.   

For more information on the Customer Satisfaction Survey Results, please contact Kevin Tonoian, Administrative Services and Information Technology Manager or (661) 286-4027