City of Austin Performance Report 2014-15

Cumulative Client Evaluation Ratings Summary (5.0 Scale)

Measure Description
Achieving a high customer satisfaction rating is key to attracting repeat customers and is therefore vital to the positive financial health of the Austin Convention Center Department (ACCD). In order to obtain feedback that allows for maintaining a high level of customer service, surveys of ACCD clients and users are conducted on a routine basis.
Calculation Method
The Customer Satisfaction Survey is automatically transmitted to all contacts on the booking list from the booking system. The client survey collection and reporting processes are automated, with survey results received by the City’s Communications and Technology Management (CTM) Department. The survey identifies operational activity areas within the department and customers are asked to rate each activity. The ratings for the Convention Center and the Palmer Events Center (PEC) are combined and calculated by totaling the individual survey rating for each specific category and dividing the total by the number of survey responses in that category.
FY 2014-15 Results
The goal for this measure was set at 4.6 on a 5.0 scale by the Convention Center executive team. The Department exceeded this goal with an average at the Convention Center of 4.58 and at the Palmer Events Center of 4.77, resulting in a departmental average of 4.67.
Assessment of Results
The overall client evaluation average for FY 2014-15 is following past trends.  The Department has historically received high ratings, as depicted in the graph above. The goal has also been increased over time to better align with the high performance. In addition, the Department cleanliness of the facility average rating of 4.81 exceeds another department goal of 4.60. A total of 331 survey notifications were sent and 117 surveys returned.
A Christmas event at the convention center.
Next Steps
The overall customer satisfaction rating goal for ACCD is set at 4.60 in FY 2015-16, based on a 5.0 scale. The Convention Center Event Sales and Contracting division receives a quarterly report of the survey from the Communications and Technology Management department. Individual event performance ratings, along with the client comments from the survey, are shared with division staff and the executive team and used as a tool for continuous quality improvement. The individual event performance ratings, along with the client comments from the survey results, will be used to constantly monitor the quality of service and ensure that the needs of the customers are being met.
Contact Information
For more information contact Carla Steffen, Assistant Director, at (512) 404-4014.