Marin Builders Association Advocacy Update - July 2018July 25, 2018
The Marin Builders Association Working for You
The Marin Builders Association and the Marin Economic Forum have teamed up to offer Marin municipalities a way to help assess and improve the service they provide at the permit counter. The new Customer Satisfaction Assessment program is designed to help improve the permit process experience and decrease the amount of unpermitted and potentially hazardous construction throughout the county. The first municipality to participate in the initial pilot program is the City of San Rafael.
The Customer Satisfaction Assessment offers municipalities a data driven measurement, review and specific analysis of the customer experience.
Data shows a significant percentage of construction occurring across Marin without building permits. This can lead to resale issues, potentially unsafe conditions, and fewer resources for permitting departments to serve existing permit customers. An improved customer experience will benefit contractors, homeowners and municipalities.
CITY OF SAN RAFAEL CUSTOMER SATISFACTION ASSESSMENT UPDATE
As of June 30, 2018, the Marin Builders Association compiled over 200 written and electronic customer satisfaction surveys for the City of San Rafael. Participants included Marin Builders Association members and City of San Rafael customers that had applied for a permit in the past twelve months. More than 10 percent of the customer satisfaction surveys were conducted on-site, in-person at the permit counter in City Hall.
In Phase 2 of the assessment, the Marin Builders Association conducted two 90-minute focus groups. The first focus group hosted a group of homeowners and the second hosted construction professionals.
Currently, we are analyzing the findings with the help of our partners at the Marin Economic Forum. The final phase of the Customer Satisfaction Assessment will be a synthesized report that will be delivered to the San Rafael Community Development Department, as well as the City Manager this fall. The report will include our assessment of what the City of San Rafael is doing well and opportunities, areas for improvement, best practices, recommendations and next steps.
The vision for the Marin Builders Association is to expand this program to other municipalities across Marin County, including the County of Marin building and planning departments.
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