Better satisfied citizens thanks to excellent service

The City of Roeselare wants first and foremost to improve its facilities: the service it provides must be as customer-friendly, efficient and accessible as possible.

Strategic challenge

Customer satisfaction is a priority in the City of Roeselare. This translates into initiatives that lead to better service, including improved opening times, digitisation for simplifying administrative systems, and transparent communications. The City of Roeselare wants first and foremost to improve its facilities: the service it provides must be as customer-friendly, efficient and accessible as possible. The following is crucial in order to offer the best customer experience:

keeping a finger on the pulse by way of periodical customer satisfaction surveys
determining which service aspects have the greatest impact on general levels of satisfaction

Möbius supported the City of Roeselare with this challenge.

Möbius made a clear project plan with a defined timing. Both in substance and punctuality, the accompaniment was top class.

Veronique Degryse Head of Information and Communication Department

Approach

The parameters for influencing customer satisfaction were determined during a focus group meeting with employees from the city authorities. A questionnaire was drawn up based on this that asked citizens about their recent experiences with the City of Roeselare facilities. This resulted in 325 interviews being made:

225 exit interviews at city service desks
50 online evaluations on the city website
50 telephone surveys concerning recent telephone contact that had been made with the city

After recording all the interviews, the customer satisfaction results were analysed and a report was drawn up.

Result

Insights into the current levels of satisfaction and the relevant influencing parameters
Specific recommendations for improving the customer experience, including working with appointments, online facilities, opening hours, etc

Written by

Bram Gekiere

Luc Baetens

Jonathan Aelterman

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