Date of release: March 19, 2019
If you have visited City Hall, the Parks & Recreation Department, or the Paducah Police Department, you may have noticed the blue customer experience cards. These cards ask folks to rate the level of customer service that they received and tell about their experience. Also, employees have been asked to include a link to the short customer experience survey on their email signatures.
City Manager Jim Arndt says, “Team Paducah is focused on not only meeting a customer’s expectations in responsive and respectful service but also exceeding those expectations. Every interaction is important and every person matters, both internally and externally.”
These survey cards were developed by the Middle Management Team, a group of employees representing various departments. Assistant City Manager Michelle Smolen coordinates the Middle Management Team
Smolen says, “With Customer Experience as one of the City’s new organizational values, we tasked the Middle Management Team with the job of finding a way to make that value come alive. These survey cards have generated an incredible response from the public, but the best part has been the excitement from the employees. They are so proud to serve the public, and they want to receive feedback.”
Numerous employees have provided exceptional customer service and deserve recognition. Here are three of our recent superstars along with an excerpt from the citizen or visitor who provided the rating.
Since the launch of the blue customer experience cards in January, more than 300 responses have been submitted.