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2006 Customer Service Survey Results
Your Opinion Matters to Us!!!

 
Thanks to all of our customers who responded to the 2006 OWRD Customer Service Survey.  Your participation and valuable feedback is appreciated and will be used to enhance the quality of WRD service delivery.  Look for our confidential surveys in future years to share your important feedback.
 
 
About Our Survey:
WRD has initiated annual Customer Service Surveys because we value the perspective of our customers and seek to continually improve the quality of service we provide.  Customer service satisfaction is now one of fourteen performance measures reported in WRD’s progress report each year.  You can read more about this and other performance measures by reading our 2006 annual report.
 
For the 2006 survey, questionnaires were mailed to a random sample of water users who had received a final decision from the Department in the last fiscal year, (such as instream lease, transfer application, water right permit, permit extension, permit amendment, and water right certificates).  We received 125 responses from 300 surveys that were mailed in August 2006.
 
Customers were asked to rate WRD services on a five-point scale across 6 categories: Timeliness, Accuracy, Helpfulness, Availability of Information, and Overall Service.  Customers were also able to provide additional suggestions in a comment section.  All of this information was collected confidentially to encourage honest and constructive feedback.
 
For the purposes of this survey, only the percentage of customers who rated individual service categories as “good” or “excellent” are reported, excluding the options of “fair,” “poor,” and “don’t know.”
 

Snapshot of Results:
  • Overall Service provided by WRD is rated by 73% of survey respondents as “good” or “excellent.”

  • Helpfulness is the most highly rated individual service provided, with 83% of respondents rating this service as “good” or “excellent.”

  • Accuracy and Expertise are rated second highest, with 78% of respondents rating these services as “good” or “excellent.”

  • Availability of Information is rated by 67% of respondents as “good” or “excellent.”

  • Timeliness is rated the lowest in comparison to other features, with 55% of respondents rating service as “good” or “excellent.”
 
Based on the results of this year’s survey, WRD has set a target and is committed to improving the percentage of customers who rate our services as “good” or “excellent” to 85% for all service areas in 2007-09.  We will use the feedback and written comments from the 2006 survey to guide our service enhancement efforts.