HCVP Customer Service Survey

INSTRUCTIONS: In an effort to improve services at CMHA, please rate your experience.  Select the response that best describes your experience.  If a question, does not apply to you, please mark the response as N/A (Not Applicable).  Space is provided for you to comment on the customer service experiences that you encountered.

 

BACKGROUND QUESTIONS

  1. How often do you have to visit the CMHA Housing Choice Voucher Program Department?



  2. What was the reason for your most recent visit?




  3. On your most recent visit, how long was your wait for service?

  4. On your most recent visit, how long did you spend with a CMHA representative?

 

MOVING THROUGH YOUR VISIT

 

Very Poor

Poor

Fair

Good

Very Good

N/A

5. Knowledge of staff at the main information desk

6. Ease of moving through the security checkpoint

7. Speed of the check-in/registration process

8. Degree to which you were informed about any delays

9. Wait time (from arriving to leaving)

10. Comfort and pleasantness of the waiting area

11. Length of wait before meeting with a CMHA representative

12. Comfort and pleasantness of the Resource Room

 

ACCESS

 

Very Poor

Poor

Fair

Good

Very Good

N/A

13. Friendliness/courtesy of staff in the check-in/registration area

14. Ease of getting through to CMHA on the phone

15. Our helpfulness on the telephone

16. Promptness of returning your phone calls

17. Accessibility of the Landlord Portal

18. Friendliness/courtesy of staff conducting your property inspection

19. Friendliness/courtesy of staff in the Resource Room

20. Friendliness/courtesy of staff in the Finance Department (Processing check payments, handling inquiries, etc.)

21. Rate the quality of the information at the landlord briefing

 

OVERALL ASSESSMENT

 

Very Poor

Poor

Fair

Good

Very Good

N/A

22. Our concern for your privacy

23. Our response to concerns made during your visit

24. How well the staff worked together to provide service

25. Overall rating of our service during your visit

 

May we contact you for additional feedback regarding your experience?


 

What is your preferred method of contact with CMHA?





 

Comments: (describe your customer service experience):