• Novato Customer Satisfaction Report Completed

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    July 22, 2020
    Rick Wells
    Chief Executive Officer                                                                         
    Marin Builders Association, City of Novato and Marin Economic Forum Finish the Customer Experience Measurement and Improvement Program (CEMIP)

    In 2019 the City of Novato commissioned the Marin Builders Association in partnership with the Marin Economic Forum to conduct a study to measure customer sentiment for those engaged in the City of Novato permitting process.

    The intention of the CEMIP is to improve the customer experience with the permit process in the City of Novato, subsequently decreasing the percentage of non-permitted work occurring in Novato each year. Data and feedback from customers in the report indicate an opportunity for the City of Novato to improve the customer experience going forward.

    The report concluded that recent customers who applied for permit services are more likely to share their experience as negative (63.8%) than they are as positive (18.1%) to their friends, neighbors and colleagues.  Over the long-term, improvements in identified areas can help to influence the customer experience to be shared as more favorable, thus increasing the probability that residents and building professionals will engage in the permit process.

    “Our team would like to appluad the City of Novato for their commitment to improving the customer experience in the permitting process.  Clearly, the City Council and City staff are committed to learning and improving from PHASE I of this multi-phase report and we look forward to continuing this partnership in the next phases,” said Rick Wells, CEO of the Marin Builders Association.
    For  a link to the full Novato report click here.
    The Marin Builders Association serves the construction industry by promoting high ethical and professional standards, providing quality services to members, and working responsibly with the community for the enhancement of the building industry.
    Casey Mazzoni, Legislative Consultant
    casey@marinbuilders.com, (415) 462-1220
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