| Enhancing
service delivery at HDB |
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The Management Services
Section of the Housing and Development Board’s
(HDB) Corporate Development Department conducts
the HDB Expectation & Experience (E & E)
Survey once in two years.
The objective of the survey is to evaluate customers’ expectations
of HDB’s
services and how well customers think HDB has been
meeting those expectations.
The results over the last 10 years show that HDB
has been improving its ability to gauge and meet
customers’ expectations. In fact, the expectation-experience
gap value has been showing a gradual downward trend
over the years (see chart).
HDB recently conducted the fifth cycle of the survey.
Five major points of service contact were assessed.
For counter services, customers ranked efficiency
and effectiveness as the two most important factors.
When it comes to waiting time, 23% of HDB’s
customers expect to be served within 5 minutes
of arriving at HDB counters, and 83% expect to
be served in 15 minutes.
As for telephone enquiry services, 91% of the customers
expect to get through the line in three attempts
and 85% expect the call to be picked up within
five rings.
Promptness of replies is regarded as one of the
most important factors when it comes to handling
written and email replies. More than one-third
of the customers expect to receive written replies
in three days, and 92% expect to receive replies
in seven days. In the case of email replies, 28%
of the customers expect to receive replies within
a day, and 84% expect to receive email replies
within three days.
The increasing popularity of the Internet has also
seen a rise in the number of suggestions pertaining
to the HDB InfoWeb. There have been numerous calls
from customers requesting HDB to provide more information
and e-services on the InfoWeb.
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| Customers
expect fast and effective counter service
at HDB. |
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On the whole, running the E & E Survey has
been an enriching process that has uncovered valuable
insights into the psyche of HDB’s customers.
For one, the downward trend in the expectation-experience
gap value is a positive endorsement of the many
service initiatives that are continuously being
adopted in HDB. For another, the survey reveals
the increasing expectations of customers on several
aspects of our service.
The E & E Survey has also provided the necessary
impetus for introducing numerous service improvements
such as the development of an in-house knowledge
database for quality service and a review of the
service recovery process in HDB.
The recent E & E Survey received a total of
1,056 responses. |
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By
HDB
Next: HDB Quality Service Day 2003 |
