MDC ranked #2

(Posted on: February 12)

The Manawatū District Council has been ranked number two in providing the best customer service according to the Association of Local Government Information Management (ALGIM) nationwide mystery shop.

ALGIM’s researcher called each council three times and averaged the results to generate a picture of the overall experience. It found that the customer service representatives who handled the calls demonstrated warmth, courtesy, empathy, confidence and professionalism.

“We all know the difference a good customer experience can make to the way we view an organisation. Local Government is no exception. That’s why the ALGIM mystery shops every council in the country,” says Jordan Dempster, communications & marketing manager for ALGIM.

“We want to look at what kind of experience callers to a council can expect and use the results to help boost the sector as a whole.”

Customer service has been a key focus for the Manawatū District Council and its chief executive, Dr Richard Templer.

“We have made customer service a focus within all of our teams here at council and discussed what it means to us – the good and the bad. This national ranking shows that this focus is working.”

“Good customer service comes from all of us. It’s a vital element of business operations here at the Manawatū District Council, we strive every day to ensure we work on behalf of the community in a friendly and open way.”

The research also looked at how customer service representatives handled escalating calls and transferring calls efficiently to other areas of the council, effectively questioned and actively listened, were concise and clear to the customer, and it also measured the average wait time for when a call was answered.

“The high level of customer service delivered to the community is a reflection of the positive team culture we have built where staff feel valued and want to do their job well,” says business support team leader, Linda Griffith.

“Our team is mindful that it’s all about the customer experience and how they perceive the level of service they have received from the Council.”

Ranked first was the Great Lake Taupō District Council and third was Nelson City Council.