To help us better serve you, we ask that you complete the following customer service survey.

1. Was your most recent contact conducted:

In person By telephone

By Mail Internet/E-mail

2. What was the reason for your most recent contact?

3. Which City Department/Division did you contact? Please rate the quality of services received.

Administration

Excellent Very Good Average

Fair Poor

Community Development
(Building and Planning)

Excellent Very Good Average

Fair Poor

City Clerk's Office
(Business/Liquor Licensing, Passports, Public Records Requests, Agendas & Minutes, Social Media)

Excellent Very Good Average

Fair Poor

Public Works & General Services
(Engineering, Parks, Public Works, Facilities, Streets, Utilities)

Excellent Very Good Average

Fair Poor

Municipal Court

Excellent Very Good Average

Fair Poor

Finance
(Water/Sewer Billing/Payments)

Excellent Very Good Average

Fair Poor

Other

Excellent Very Good Average

Fair Poor

Please specify:

4. About how long did you have to wait before speaking to a City employee?

I was taken care of immediately Within 3 minutes 3-5 Minutes

5-10 Minutes More than 10 minutes

5. Did our staff? (Select all that apply)

Greet you immediately Quickly identify the problem Appear knowledgeable and competent

Help you understand the cause/solution to the problem Handle your issue with courtesy and professionalism Have to transfer you to another department

6. Please rate your most recent customer service experience with a City of Fernley employee-(the next five questions A-E)

A. Courtesy of City Employee(s):

Excellent Good Average

Fair Poor

B. How long did it take to get this problem resolved?

Immediate resolution Less than a day Between 2-3 days

Between 3-5 days More than a week The problem is still not resolved

C. Employee appearance: neat, clean, professional:

Excellent Good Average

Fair Poor

D. Employee response time:

Excellent Good Average

Fair Poor

E. Employee knowledge about City information/issue:

Excellent Good Average

Fair Poor

Overall, how satisfied are you with the City of Fernley customer service experience?

Very Satisfied Somewhat satisfied Neutral

Somewhat dissatisfied Very dissatisfied

Based on your experience, how do you think we could improve our services to you?

Other comments, suggestions:

Optional: Name

Phone Number:

Email Address:

Would you like the City Clerk to contact you regarding any concerns?

Yes

No

Thank you for taking time to complete this survey. We appreciate your opinion and feedback and will consider this information while providing services in the future.

Committed to Keeping the Promise

A promise made will be a promise kept. To ensure our Customer First program is successful, several measures are being implemented by the City, including the following: Customer feedback comment cards are available at all public counters in City Hall; Our Customer Service Survey is available and can be completed on the City's website. A Customer Service Team (CST) has been created to evaluate service delivery and improvements needed. CST findings are reported to the City Manager's Office and annual reports are provided to the City Council.