The City Development Center in Grand Rapids, Michigan, is taking steps to enhance customer satisfaction based on the results of a recent survey. Planning Director Kristin Turkelson presented the findings at a City Commission Economic Development Project Team meeting. The survey, which was sent to over 3,000 Development Center customers, received feedback from 497 participants.
According to the survey results, customers expressed general satisfaction with the level of customer service provided by the Development Center. Turkelson highlighted the positive feedback received in areas such as application submission, inspection results, inspection scheduling, access to staff, and clear explanations of development issues.
However, customers also identified areas where improvement is needed. Specifically, respondents indicated the need for better access to staff for questions, timeliness of reviews, and a clearer definition of the permit process.
Turkelson emphasized the dedication of the Development Center's 48 employees, stating, "These results are really highlighting the dedication that we have to the work that we do, but also making sure that we are aligning resources to meet those needs of service for our customers."
Based on the feedback received, the Development Center has outlined several actions to enhance customer service. These include providing additional customer service training for employees, redesigning the Center's website, refining the inspection scheduling process, and adding staff positions to increase capacity.
The City of Grand Rapids has been proactive in improving customer-centered service at the Development Center. Previous initiatives have included enhancements to plan review and inspection technology, the creation of a customer ombudsperson position, and the approval of staffing additions to improve service timeliness and quality.
The Development Center plays a vital role in serving the dynamic and growing construction community in Grand Rapids. In 2023, the city witnessed a construction investment of nearly $458 million, the highest level since 2019.
To learn more about Turkelson's presentation at the meeting, a video can be found on YouTube. Additionally, the City of Grand Rapids has made the Development Center Customer Service presentation PDF available on their website.
The City Development Center's commitment to improving customer satisfaction is evident in their proactive approach to addressing feedback and implementing necessary changes. By focusing on training, technology, and staffing, they aim to provide a seamless and efficient experience for their customers in the construction industry.
To find out more, go to this link: https://www.grandrapidsmi.gov/Our-City/News-Media/City-Development-Center-focused-on-improving-customer-satisfaction
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