High 5 for City’s Contact Centre

03 Aug 2022 in Where We Govern

The City of Cape Town wants to encourage residents who are reporting service requests to the City’s Contact Centre to please participate in the Post-Call Survey, which measures customer satisfaction. The survey assists the City to identify any shortcomings and to improve our service.

Post-Call Survey is a customer feedback collection mechanism where a customer is transferred telephonically to an interactive voice response (IVR) after they have spoken with a contact centre agent. This allows customers to answer questions about their service and call experience.

The Post-Call Survey therefore assesses customer feedback, which gives us the opportunity to improve our people skills, processes and systems. The survey uses rating scales to measure changes over time to provide a deeper understanding of whether the City is meeting the expectations of those who contact us to report service requests and faults.

‘I am very pleased to say that those who phone the City’s Contact Centre rate the service 4 out of 5 on the Likert scale according to the Post-Call Survey. The 230 393 customers who rated our service during the 2021/22 financial year scored us between 4 and 5 which relates to 4,6 out of 5 on the Likert scale. This is outstanding performance,’ said the Mayoral Committee Member for Corporate Services, Alderman Theresa Uys.

We continuously strive to provide excellent service and any rating lower than 3 triggers an escalation, which results in a customer call-back within 24 hours, to address their dissatisfaction.

‘The City strives for excellence in service delivery and our efforts are centred around our residents, the recipients of our services. Thus, we want to keep on improving and the survey is one way of engaging with our customers about how well they think the City is responding to their service faults and complaints. The more people participate in the survey, the more we can do to improve our services. I would like to encourage more callers to please stay on at the end of the call and take the survey. It only takes a few seconds. Your input will help us define our customer needs and develop appropriate service delivery models to ensure that we continue to serve our residents in the best way that we possibly can,’ said Alderman Uys.