Residents and Other Customers
3 Residents and Other Customers
3.1 Voice of the Customer: How does your community excellence group obtain information from residents and other customers?
(1) How do you listen to, interact with, and observe residents and other customers to obtain actionable information?
(2) How do you listen to potential residents and other customers to obtain actionable information?
(3) How do you determine resident and other customer satisfaction, dissatisfaction, and engagement?
(4) How do you obtain information on residents’ and other customers’ satisfaction with their community relative to that of residents and other customers in other communities?
3. The Communities of Excellence Framework views residents in two ways: as customers (users of the community’s offerings and the community excellence group’s programs and services—category 3) and as resources (to be engaged in doing the work of the community excellence group—category 5).
3.1(1). The listening methods should vary, as appropriate, for the different resident and other customer groups defined in P.1a(3). They should capture actionable feedback from these groups on the quality of offerings, programs and services, and resident and other customer support.
3.2 Customer Engagement: How does your community excellence group engage residents and other customers by serving their needs and building relationships?
(1) How do you determine your community excellence group’s programs and services in the areas of health, education, the economy, and quality of life, as appropriate?
(2) How do you enable residents and other customers to seek information and support regarding these programs and services?
(3) How do you determine resident and other customer groups?
(4) How do you build and manage relationships with residents and other customers?
(5) How do you manage residents’ and other customers’ complaints?
3.2(1). In your response, include how your community excellence group determines residents’ and other customers’ needs and requirements for programs and services.
3.2(3). Your community excellence group should use information on residents and other customers to identify current resident and other customer groups, (see P.1a(3)), as well as to anticipate future groups. You might then determine which of these groups to emphasize in your programs and services, based on your overall strategy.
3.2(4). Building and managing relationships includes how you attract residents and other customers, meet their requirements, exceed their expectations, and increase their engagement.
Terms in SMALL CAPS are defined in the Glossary of Key Terms