The City’s highest objective is to provide superior customer service in the most timely and cost effective manner. By focusing on current needs and anticipating future customer needs, the City can deliver services consistently and efficiently. One tool that the City relies on to assess customer service is the Community Survey. This feedback is used to improve existing services and/or anticipate future service requirements. The City takes pride in its technically competent workforce, and is dedicated to serving customers and adapting resources to requirements.
The alignment of departmental business plans with the Strategic Plan is imperative. City departments are tasked with aligning business plans with the strategic objectives included in the City’s 2035 Strategic Plan. Operational objectives, designed to support achievement of strategic objectives, are vital to the plan. The achievement of these objectives will lead the City to service excellence in the form of cost effective responsiveness to customer needs.
Net Promoter Score
This measure of brand loyalty has been correlated to organizational success and it is based on the Loyalty Business Model built upon the premise that the quality of a product or service leads to customer satisfaction, which leads to customer loyalty, which leads to profitability or company success as customers remain loyal to the brand.
A positive Net Promoter Score (NPS) (greater than zero) is a good score and a score above 50 is an excellent score (Reichheld, Frederick F., December 2003). "One Number You Need to Grow", Harvard Business Review). The NPS for the City of Germantown is considered to be an excellent score. A significant decrease in the NPS would be a negative reflection on the City's overall quality of life. The City scored a NPS of 71 in fiscal year 2018 which shows three consecutive years of the City scoring a Net Promoter score in the 70's. The City will continue to focus on the needs of the City and citizens and strive for "Excellence, Everyday" by giving excellent customer service and high quality service.
*The City did not administer a Community Survey in FY19, FY20, FY21 and FY22.
The City has a high ability to impact this measure.