THE Kouga Traffic Department will be conducting a customer satisfaction survey as part of its efforts to improve its services to the public.
Kouga Community Services Portfolio Councillor, Daniel Benson, said the survey would focus on customers’ experience of service delivery at the Traffic headquarters in Humansdorp and satellite office in Hankey.
“The public will be asked to rate their service experience according to nine key interactions,” he explained.
“These will include the accessibility and operating hours of the service points, and the efficiency and number of staff available to assist, as well as customers’ experience of the telephonic booking system and waiting period.”
He said the public would be asked to rate their experience on a scale from one to five, with one being “extremely poor” and five “excellent”.
Benson said various improvements had already been introduced to the Traffic Department over the past four years.
“This has included the introduction of the telephone booking system to minimise how long people have to wait in line for learners’ and driving licence appointments.
“Upgrades have also been made to the offices to improve the public’s service experience.”
He said the feedback from the survey would help to identify and prioritise further improvements.
The survey forms will be available at the Traffic Department and on the municipality’s website at www.kouga.gov.za.
Completed forms can be submitted at the department or emailed to pamayor@kouga.gov.za.
Feedback will be monitored on an ongoing basis so that any necessary interventions can be rolled out as quickly as possible.
