In Q3 2021, development customers satisfaction is at 25%. In addition to measuring overall customer satisfaction, the team also looks at timeliness, fairness, clarity of comments, and courtesy of review. The YTD "good" or "excellent" scores for these categories:
- Timeliness (45%)
- Fairness (60%)
- Clarity (55%)
- Courtesy (87%)
Timeliness is a key driver for the lower overall scores. While the team does meet timeline deadlines for almost all reviews, many projects require additional reviews due to incomplete or inaccurate submittals, which increases the overall application time period. Additionally, the team has seen a 100% to 200% increase in the number of development cases over the past two years.
The team will make a recommendation to change this strategic result to a Performance Measure in 2022.