LTC 240-2019 Building Department and Planning Department Customer Service SurveysOFFICE OF THE CITY MANAGER
TO:
FROM:
240-2019
Mayor Dan Gelber and Members
Jimmy L. Morales, City Manager
DATE: April26, 2019
LETTER TO COMMISSION
theCi~s:;
SUBJECT: Building Department and Plannin Department Customer Service Surveys
I am pleased to share that as part of our efforts to continuously improve the
development process we are now sending monthly surveys to customers who have
recently done business with the Building Department and Planning Department.
The Building Department sent out their first survey on April 2nd 2019 to customers that
had a permit issued in the month of March. The response scale ranges from 1 being
the most favorable response to 5 being least favorable. On average the Building
Department received a score of 2.5 representing a good to fair service score. This will
serve as our baseline.
Starting in May, a survey from both the Building Department and the Planning
Department (two separate surveys) will be sent electronically to customers who have
been issued a permit or a Certificate of Occupancy within that month. The survey
questions are short and simple but targeted enough to analyze and gage areas
needing improvements.
Survey analysis and month over month comparison will be reviewed by Executive staff
and Directors in order to provide immediate guidance and solutions for staff.
The Building and Planning departments are receptive to our customers concerns and
we are constantly looking for ways to improve the process and experience.
JLM/SMT
Survey : Questions
THIS IS A TEST VERSION OF THIS SURVEY
Responses will NOT be recorded.
City of Miami Beach Building Department Survey
1. Which title best describes how you do business with the Building Department?
0 Contractor
0 Architect/Engineer
0 Plans Expediter
0 Homeowner
0 Other
2. How long have you been doing business with the Building Department?
0 Less than 6 months
0 6 months to less than 1 year
0 1 year to less than 3 years
0 3 years or more
3. What was the subject of your recent visit with the Building Department?
D Obtaining a permit
0 Obtaining a Certificate of Occupancy
D Resolving a Building Code violation
D Other
4. Please rate the following statements based on your experience with the Building Department.
Strongly
Agree Agree Neutral
The inspections are fair 0 0 0 0
0 0 0 0
http://survey.constantcontact.com/survey/a07ega3xlb.zjuu2sr81/_tmp/questions
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Strongly
N/A
0 0
0 0
4/24/2019
Survey: Questions
The inspections are consistent from one
inspection to the next
The Building Department is open and
interested in hearing concerns or issues of
businesses
It was easy to get a hold of someone who could
help you in the Building Department
~ --------~-~-~ --~-~~ -~~--
0 0
0 0
5. How would you rate your experience with the Permit Application Process?
Excellent
Customer service 0
Professionalism 0
Understanding customers' needs 0
Timeliness 0
Employees' knowledge 0
0 0 0
0 0 0
Good Fair Poor
0 0 0
0 0 0
-~~-----------~-~----
0 0 0
0 0 0
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0 0 0
6. How would you rate your experience with the Plan Review process (Building Department only)?
Excellent Good Fair
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Customer service 0 0
Professionalism 0 0
Understanding customers' needs 0 0
Timeliness 0 0
Employees' knowledge 0 0
7. What is your level of satisfaction with the time it took for your permit to be issued?
0 Very Staisfied
0 Satisfied
0 Neutral
0 Dissatisfied
O Very Dissatisfied
8. How would you rate your experience with Inspection Services?
Excellent Good
0
0
0
0
0
Fair
Poor
0
0
0
0
0
Poor
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0
0
N/A
0
0
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0
0
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0
N/A -0
0
0
0
0
N/A
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Customer service 0 0 0 0 0
------
Professionalism 0 0 0 0 0
Understanding customers' needs 0 0 0 0 0
http://survey.constantcontact.com/survey/a07ega3xlbzjuu2sr81/_tmp/questions 4/24/2019
Survey : Questions
Timeliness
Employees' knowledge
0
0
0
0
9. How would you rate your experience with requesting Building Department records?
Excellent Good
0
0
Fair
0
0
Poor
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0
0
N/A
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Customer service
Professionalism
Understanding customers' needs
Timeliness
Employees' knowledge
10. Do you have any suggestions for improving our services?
350 characters left.
0
0
0
0
0
0 0
0 0
0 0
-·-~--~-, -~= ---~-=----
0 0
0 0
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0 0
0 0
-·-· ---~~~~-~-
0 0
~-·· =~~----~=-------
0 0
0 0
4/24/2019
City of Miami Beach Planning Department Survey
The City of Miami Beach Planning Department would appreciate a few minutes of your time for
a quick survey of your experiences with the Planning Department. Your participation and input
will assist us in refining our processes to ensure that we deliver great customer service.
Thank you for your time.
Planning
1. Which title best describes how you do business with the Planning Department?
(' Contractor
(" ArchitecVEngineer
(" Plans Expediter
(" Homeowner
(" Other ----------
2. How long have you been doing business with the Planning Department?
(" Less than 6 months
(" 6 months to less than 1 year
(" 1 year to less than 3 years
(" 3 years to less than 5 years
(' 5 years or more
3. What was the subject of your most recent encounter with the Planning Department?
a) An ongoing construction project (s)
b) Obtaining a permit
c) Submitting plans for review
d) Design Review Board
e) Historic Preservation Board
f) Board of Adjustment
g) Planning Board
4. How would you rate your experience with the Planning Department Land Use Boards staff?
Excellent Good Fair Poor N/A -Customer service (" r (" (" ('
Professionalism (' (' (' (' ("
Understanding customers' needs (' r (" (' ('
Timeliness (' (' (. (' ('
Employees' knowledge r r (' (' ('
5. What's your level of satisfaction with the time it took for your permit to be issued?
a) Very Satisfied
b) Satisfied
c) Neutral
d) Dissatisfied
e) Very Dissatisfied
f) N/A
6. How would you rate your experience with inspection services?
Excellent Good Fair Poor N/A
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7. Please rate your agreement with the following statements using the scale below based on your
experience with the Planning Department:
Strongly Strongly
Agree Agree Neutral Disagree Disagree
The inspections are fair
The inspections are consistent from one inspection to the
next
The Planning Department is open and interested in hearing
concerns or issues of businesses
It was easy to get a hold of someone who could help you in
the Planning Department
(' ('
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8. How would you rate your experience with the Plan Review process (Planning
Department only)?
Excellent Good Fair Poor N/A
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Understanding customers' needs (' I I r r
Timeliness (' i r (' r
Employees' knowledge r (' r f" r
9. Do you have any suggestions for improving our services?
Comments:
10. Please, provide your email below if you would like to discuss your experience with
a supervisor or (quality management representative):
Thank you for participating in the survey.
N/A
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