Evaluation
Evaluating customer satisfaction and engagement is a key metric, and success will continue to be measured across the following areas:
Customer satisfaction and engagement
- Customer satisfaction survey, complaints, contact centre feedback, service metrics.
- Digital analytics, community engagement.
Employee satisfaction and engagement
- Culture survey.
- Engagement survey.
Brand, advocacy and reputation
- Complaints, customer satisfaction survey, Brand and reputation survey, Corporate reputation index, Aboriginal employment.
Operational and performance efficiency
- Service metrics.
- Operating costs.
Service equity
- New survey instrument to be developed to track all cohorts.
Collaboration and continuous improvement
- Culture survey.
- Engagement survey.