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Customer Satisfaction <br />Performance Policy <br />1. A way to measure customer service satisfaction: <br />➢ City Manager questionnaire <br />➢ City Manager bulletin board <br />➢ Department's questionnaires <br />➢ "Mystery Shopper" program <br />2. A way to reward and hold employees accountable for customer service: <br />➢ new Department Head performance appraisal forms <br />➢ modifying current employee performance appraisal forms <br />3. Training in customer service: <br />➢ City wide customer service training in July <br />04/21/98 <br />Oral Report Customer Satisfaction <br />