Collecting feedback

Customer requests systems collect valuable data on customer interactions and request trends, helping us identify recurring issues, areas for improvement, and opportunities.

Julie calls customers at random who have recently had interactions with council for their feedback. Here's why we collect this feedback.

Jenna contacted Council afterhours after she found a wandering dog and brought it home to be collected.

Afterhours took Jenna's details, confirmed the dog would be collected and that it would take around an hour. Jenna was happy to hold onto the dog.

The dog was collected within the proposed timeframe.

Customer feedback: Jenna found dealing with Council effortless. Afterhours was easy to deal with and she was happy she had been given a timeframe to work with and that they arrived around the expected time given.

Jill reported a water leak via Antenno.

Customer experience called Jill for further information and confirmed via email that the job had been logged with waters team.

The waters team assessed and repaired the leak within four hours.

Customer feedback: Jill was very impressed with the service she received from the waters team regarding the leak that was impacting her water supply. It was not an easy fix and said she was without water for four days but only spoke positive about Council during this time. The resolve time to find issue was great, level of communication to her was outstanding and she felt fully kept in the loop at any given time.

Jill felt the waters team went above and beyond. They had repaired the leak, but didn’t stop there - they also talked her through the remission process, explained where to apply, and what steps she needed to take.

Denise contacted Council as she was interested in purchasing a property and had some uncertainty around the future location for the third bridge.

Customer experience explained that no current location was chosen for a future third bridge, she requested a call back from the roading manager.

Denise called back in again the next afternoon as she felt the customer experience team had told her she would get a call the next day (customer experience said hopefully tomorrow).

Customer feedback: Denise felt her dealings with Council were very easy - she did say she had to call back in as she was told she would receive a call back the next day, she waited until 2pm the next then called back in.

Denise felt the roading manager called her back in a timely manner, answered all her questions and after she finished the conversation with him she felt she fully understood everything she needed to know in order to make a decision on whether she wanted to process with her purchase.

Gary came into Council as he has a building consent in place and his agent had disappeared and he didn't know where to go from here to finish the consent off himself.

Customer experience advised him that a building administrator would get in touch to assist.

Building admin emailed Gary with the information on Objective Build and also followed up with a call.

Customer feedback: Gary was able to create an Objective Build account after talking with Building Admin and able to understand what steps he needed to do - he felt it was a good service.

Gary was still a bit unsure about the building consent upload process and whether he was doing it correctly. While on the phone, Julie checked Objective Build and confirmed that we had received everything he’d uploaded. She reassured him that he’s on the right track and encouraged him to give us a call when he’s ready for the next step so we can support him through it.

Leslie has repeatedly questioned the validity of Waipa District Council’s classification of the Plan Change 14 land, as not highly productive land under the transitional definition according to the National Policy Statement.

Customer experience advised Lesley that someone would be in touch to discuss

The CRM was allocated to David Totman in the strategy team. David called Lesley but was unable to reach her . As David ws aware of her issue her emailed all required info

Customer feedback: Lesley has a lot of frustration regarding Councils decision and has been in touch with Council on numerous times to try and get her issue resolved. Lesley said even though her issues have not been resolved to her satisfaction she feels that the service she is given from Council is 10/10, regardless of the fact it's not what she is wanting to hear. She said she always hears back from Council in a timely manner and always gets given a full explanation as to why Council are doing certain things.