Customer feedback can be collected using existing department systems.

In fact, many systems hold valuable intelligence about customer needs, experiences and service outcomes – but are not used as a data source.

The Customer Service Baseline Report published by the NSW Department of Premier and Cabinet in 2008 showed that large departments generally have the resources – people, technology and funding – to carry out their own evaluations, reviews or surveys to determine the effectiveness of services and ascertain customer responses to the service.

Many of the feedback techniques listed above can be used by small and medium sized departments, even though they may have proportionately fewer resources.

Additionally, small and medium departments can gather customer feedback by:

• Collaborating with other departments so small departments can undertake a customer survey in partnership with or “piggy-back” onto the customer survey of another larger department.
• Utilising the new internet Web 2.0 collaborative technologies (e.g. social networking, blogs, Wiki) and build customer feedback and exit surveys into the department internet site.
• Seeking regular structured input from frontline staff by listing customer feedback as an agenda item at regular staff meetings.