Customer/Client Experience

Client and customer experience are of critical importance to sustain growth of an organization. Positive client and customer experience build affinity, loyalty, and evangelize services.  According to McKinsey[1], to improve client and customer experience, “move from touchpoints to journeys” by observing, shaping, and performing.
  • Observe: Understand the interaction through the customer’s eyes
  • Shape: Redesign the business from the customer’s perspective
  • Perform: Align the organization to deliver against tangible outcomes
Client and customer experience start from the first impression and interaction.  A good client or customer experience can be achieved by prioritizing listening to clients and customers,  using client/customer feedback to develop in-depth understanding, implementing a system to help collect feedback and acting on results regularly, and reducing friction and solving the client/customer’s unique challenges.  In this edition, the Learning Organization highlights departments’ approaches to creating positive client and customer experiences.
*For FY21, the outcomes and results of departmental MOS may be impacted due to the County’s organizational response to COVID-19.
[1] The CEO guide to customer experience, McKinsey Quarterly, August 2016 Executive Briefing

Customer Satisfaction Rate
The Office of the Assessor provides current assessment-related information to the public and to governmental agencies in a timely and responsive way. With each interaction by phone, email or in person, property owners, agents, taxpayers, and other institutions can complete a customer satisfaction survey. Through the survey, the office evaluates promptness, helpfulness, professionalism, and overall satisfaction for each of the business units within the department to ensure high service levels for stakeholders.
Community and Customer Satisfaction
The Parks and Recreation Department conducts a statistically valid survey of county voters in odd years and park visitors in even years.  The Department strives to meet the needs of park visitors and our community by regularly assessing community and park visitor satisfaction with the County's regional park system.  Survey results enable the Department to assess whether the Department's number, distribution, and quality of facilities and programs meets user needs and community expectations.  In addition, onsite input from park visitors and feedback obtained via the website and social media contributes to the Department’s efforts to meet community needs.
Department Satisfaction Survey
The Office of the County Counsel is the chief legal advisor and representative for the County of Santa Clara, including the Board of Supervisors and all County agencies and departments.   The Office seeks to provide the highest quality legal service to the Board of Supervisors and all County agencies/departments. The annual satisfaction survey seeks feedback on the Office’s legal advice and representation necessary to comply with all applicable laws, avoid legal risks, protect County resources, and best serve County residents.  Through use of the survey results, County Counsel strengthens communication with departments regarding each department’s legal needs and identifies opportunities to improve the quality of legal services.
General Satisfaction with TSS Services
To ensure healthy customer relationships, one of Technology Services & Solutions’ primary goals is customer satisfaction. TSS conducts a quarterly customer satisfaction survey which, over the course of a year, gives all TSS customers an opportunity to provide critical feedback about the services and products TSS delivers. One of the persistent survey questions asks TSS customers whether, given the choice, they would continue to use TSS as an IT service provider. Using this Key Performance Indicator, TSS monitors general client satisfaction within any given quarter and track this measure over time to establish a trendline.
Santa Clara Library District Card Holders
The Santa Clara County Library District (SCCLD) tracks and measures the percentage of library district residents who have a SCCLD library card, with a stretch goal of reaching 85 percent of these district residents age 5 and above obtaining a SCCLD library card.
Easy Access To What Our County Library District Patrons Want
Every three years the Santa Clara County Library District (SCCLD) conducts a patron survey. It contains questions to collect data regarding the importance and usage of services, collection satisfaction, and the preferences of library users.  Public feedback is used to ensure that SCCLD understands why and how the public uses/wants to use the library, their opinions about the importance of services, and their satisfaction with those services.
Improving Probation Client Experience (Juvenile Hall)
In 2018, the Probation Department rolled out a pilot survey in the Juvenile Hall. This pilot led to the development of three separate surveys that cover the following operational areas:
  • Admissions and Clinic
  • Orientation, Housing and Safety
  • Programs and Services
Each survey is administered semi-annually on a rotating basis to all youth who reside in the Juvenile Hall.
Improving Probation Client Experience (James Ranch)
In November 2020, the Probation Department administered its first client experience survey to 35 youth at the James Ranch. The survey covered the following operational areas:
  • Orientation and admission
  • James Ranch policies and procedures
  • Facility cleanliness
  • Youths’ perceived safety and comfort
Improving Probation Client Experience (Adult Services)
In 2019, the Probation Department piloted a draft of a client experience survey based upon feedback from multiple stakeholders including clients, staff, and community stakeholders. This pilot led to a client experience survey that was one page.  This survey asks clients about their experiences related to getting to Probation, the physical space of the Probation buildings, interactions with staff and services received.
Accessible Voting Technology
The Registrar of Voters measures the use of expanded accessible voting technology, including accessible touch screen ballot marking devices and remote accessible vote-by-mail ballots. These accessible systems are for voters who are unable to easily mark their paper ballot. Audio, visual, and tactile interfaces are used in any voter-preferred combination to navigate and mark a ballot. Additionally, remote accessible vote-by-mail enables voters to securely access and mark their ballots using their home assistive technology.
Alternative Voting Options
The Registrar of Voters measures the use and effectiveness of alternative voting options designed to encourage voter participation by making the process of casting a ballot more convenient, from ballot drop-off sites to Vote Centers (formerly known as Polling Places) to paid postage on mail ballots. Quantitative data about how many ballots are cast using these alternative options will gauge the extent to which the services offered are useful to voters and how effectively the Department is making the public aware of available services.
Language Accessibility
As the County strives to make voting more accessible to voters with diverse needs and preferences, the Registrar of Voters measures the extent to which voting assistance and informational materials are available and used in multiple languages and accessible formats. Quantitative data about the availability of Election Officers capable of providing multilingual assistance is a gauge indicating availability of language services and translated materials in Vote Centers (formerly known as Polling Places) and other locations where voters received the Department's services.