Customer Service Initiative: Happy Or Not

The City of Riverside places a premium on providing excellent customer service. We have implemented new tools to measure customer satisfaction. City’s customers are now able to rate the quality of customer service they receive from City departments, in person and online, via “Happy or Not” terminals, stationed around City facilities and appearing on most frequently visited City websites.

Every time a customer presses one of the buttons on the terminals (ranging in color from bright green with a very happy face to bright red with a very unhappy face), the information is transmitted wirelessly into a web-based collection and reporting system. Summary of the customer satisfaction data for the last 30 days, for various City facilities and web sites, is presented in a dashboard format below. Customer satisfaction information is used by the City’s executive management to determine how and where Riverside can further improve customer service.

View our results below: