What communities and cities are evaluating the way they collect customer service feedback? What research exists on effectively capturing meaningful feedback from citizens to gauge quality of customer service? What communities have identified solid customer service performance measures? Looking for ways to provide valuable feedback (beyond 6 rating questions, 1-5, that give no substantive data.
Jim Twombly, City Manager of Aurora, Colorado, shares how he leveraged communication, compassion, and genuine connection to lead city staff through not only adapting to but embracing changing work environments.