Feedback from residents to City of Melville overwhelmingly positive

Feedback from residents to City of Melville overwhelmingly positive

THE City of Melville’s first complaints management report revealed positive feedback far outstripped negative during the 2015-16 financial year.

During that period, the City received 322 compliments – up 6 percent from the previous year – compared to 239 complaints – down 4 per cent.

Comprised of 20 staff, the customer service contact team dealt with an average of 18,500 interactions each month; more than 600 per day.

The report stated that industry standard was five complaints to each compliment while the City aimed for a ratio of three to one.

By far the biggest volume of complaints (30 per cent) related to waste while parks maintenance, trees, rates (11 per cent each) and LeisureFit and truck drivers (9 per cent each) were also fairly common.

Last year the City of Melville was the winner of the Australian Service Excellence Awards 2016 government category for Customer Service of the Year.

It was also a finalist in the medium business Customer Service of the Year and Customer Service Project of the Year categories.

The report was the result of a request from Melville council to chief executive Shayne Silcox that he provided a summary of customer service data and trends each year.