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Customer Excellence Results
In 2016, Lake Oswego Parks & Recreation developed a short survey that is sent to participants (or payers if the participant is a minor) upon completion of participation in an activity offered by the department. There have been modifications to the survey since then, but the measurement of performance is still based upon three primary questions:
- Did participation in the activity meet your expectations?
- How do you rate the value received for your activity fee?
- Would you recommend the activity to a friend or family member?
There are also paper surveys distributed for drop-in activities, and special surveys are created to obtain feedback from event participants. The data from these surveys is added to the results reported.
What is Measured and Why
The established targets are 80% MET EXPECTATIONS, 80% VALUE RECEIVED, and 80% RECOMMENDATION RATE
The survey measures MET EXPECATIONS, VALUE RECEIVED AND RECOMMENTATIONS. These customer satisfaction elements are measured to align with the Recreation Strategic Plan Profile Goals of offering high quality programs by evaluating expectations met (customer expectations for the activity or service were met), and recommendations (if a customer recommends the program to another person, then it was an acceptable experience), and we evaluate Recreation programs and services by percentage of value (a customer perceives the activity was worth the cost.) The customer feedback program encourages Divisions to request feedback, to review feedback, and to act on the feedback to achieve continuous improvement in the relevancy and quality of offerings.
Results of participant (or payer in the case of a minor participant) completed surveys are downloaded the first week after the end of each of the three annual catalog seasons.
Summer (May – August), Fall (September – December) and Winter Spring (January – April)
The results are tabulated and formatted, and a Customer Excellence Results report is created. A fiscal year view report is also created from the aggregation of the seasonal reports. The report is distributed to the Division activity programmers and Parks & Recreation management, so actions can be taken based on responses and additional feedback.