Commissioner urges customer-service surveys; staff says solution in progress

Commissioner Jones raised constituent complaints about the customer experience with in-person and other city services and urged a systematic feedback survey. “Demir, I know that I take all these with a grain of salt, but I've heard a handful of people, sharing unpleasant experiences, when they come in for different things downstairs,” Jones said, asking whether staff could collect contact information to send follow-up surveys.

Jones asked whether the city could obtain a phone number at the first point of contact and text a survey after service. “Can I have your cell phone number so that I can send you a survey when we have completed our conversation together?” Jones asked. Staff member Demir responded that implementing surveys is complex because residents contact the city through different channels — in person, phone, email and permit systems — and noted that the city must decide which customers will receive which follow-up. Demir said the effort is underway and that staff have been working through software and coordination issues.

Commissioners expressed interest in the change; Demir said the city is determining which interactions can be tracked and how contact information is captured, and that it will involve coordination across departments rather than a single, simple solution.