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Consent and Inspection Services 2010

Consent and Inspection Services 2010:
Council customers are asked for their feedback

This week CTMA launches its fourth annual customer experience study of consent and inspection services, and customers of Resource Consent, Building Consent and Building Inspection services have an opportunity to say how well their local council served them in 2010.

Since the annual "Consents and Inspections" study began in 2007, feedback from hundreds of homeowners, builders, architects and other building professionals, about the consent and inspection services they have experienced, has helped participating councils to prioritise their work improving their services.

"The study has proved so successful over the past three years, that last year we noted, customer satisfaction at participating councils had improved at nearly twice the rate of other councils", explains Paul Linnell, CTMA's managing director. "There is still work to be done, but this valuable feedback from customers can really make a difference. The study has helped these councils learn from their customers about the specific issues that cause them the most concern. From this they have been able to focus on the improvements that will bring the biggest benefit to their customers”.

Individuals and organisations throughout New Zealand who have obtained Resource Consent, Building Consent or Building Inspection Services during the past 12 months are invited to take part in the 2010 study. All they need to do is to provide their feedback about their experiences via the online questionnaire at:

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All responses are confidential and respondents will not be asked for any personally identifiable information.

About CTMA New Zealand Ltd.

CTMA is a service quality improvement firm that provides a range of consulting and customer experience measurement services to help organisations identify sources of customer dissatisfaction, prioritise remedial actions and improve their service to customers. In addition to its client-specific services, CTMA also conducts benchmarking and best-practice studies to help public and private sector organisations improve customer satisfaction, loyalty and advocacy.


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