2018-082 Survey KiosksDate: July 6, 2018 Report No. 2018-082
INFORMAL STAFF REPORT
TO MAYOR AND CITY COUNCIL
SUBJECT: Update regarding the two month trial of the in person survey kiosks obtained from HappyOrNot
Services Ltd., used to measure customer service levels experienced in the City Hall East, Customer Service and Municipal Court lobbies.
BACKGROUND:
On January 5, 2018, Informal Staff Report Number 2018-004 was provided to City Council in regards to the Customer Service department’s intent to conduct a two month trial of kiosks obtained from a vendor known as HappyOrNot Services Ltd. The purpose of the trial was to determine whether or not the kiosks would provide sufficient feedback data regarding customer service levels in both the City
Hall East, Customer Service and Municipal Court lobbies. The trial kiosks were put into production
on April 26, 2018. This report is a summary of staff’s findings and next steps.
DISCUSSION: Over the past 8 weeks, staff has reviewed and analyzed data from the survey kiosks. The analysis
consisted of comparing week over week results to determine: 1. Number of responses received 2. Percentage of negative responses versus positive responses
3. Overall customer/defendant satisfaction levels
The trial kiosks were deployed from 4/26/18 – 6/25/18 and the results of the trial are as follows:
Location Total
Surveys
Negative
Responses
Customer/Defendant
Satisfaction Levels
Customer Service Lobby 870 29 96.7%
Municipal Court Lobby 777 49 93.7%
Total 1,647 78 95.3%
Furthermore, the data indicates the following:
o The majority of the foot traffic for both operations occurs on Mondays due to the weekend closure.
o The majority of negative feedback occurs between the hours of 1:00pm – 4:00pm. This coincides with lunch times and the timeframe defendants would be arriving/leaving
court.
o The majority of negative feedback occurs on Thursdays due to high court docket volumes.
Date: July 6, 2018 Report No. 2018-082
Actions taken to address negative feedback analysis:
o Staffing is heavily monitored and boosted on Mondays to address higher volumes in both operations.
o Staff has been educated on the analysis of the survey feedback and expectations set. These expectations include:
Proactively notifying defendants of high docket court dates through phone notifications.
Ensuring staff is prepared and available to assist customers/defendants coming in to conduct business during high volume times.
Streamlining the check in process for court and educating defendants on what
to expect.
CONCLUSION: The two month trial ended on June 25, 2018. Although the data obtained from the kiosks has been
useful, it is staff’s assessment that the data is too high-level to justify the ongoing $99/month per
terminal cost at this time. Unlike the Customer Service Department’s automated voice response survey, the kiosks do not provide any insight as to which representative/clerk was helping the customer/defendant or what they liked/disliked about the service received. Instead of moving forward with a contract, staff is currently exploring other in person survey solutions (such as tablet-based
kiosks) as a means to obtain richer data to pin point and enhance the customer/defendant experience.
STAFF CONTACT: Tiffany Thomson, Customer Service Manager 940-349-7401
Tiffany.Thomson@cityofdenton.com