2016 Customer Survey Results

Introduction The 2016 Customer Survey was carried out in the summer of this year and there were 21 respondents to the questions. The following slides show the results of the survey. The first section compares the importance and the satisfaction of all of our Fleet Services. Overall, the results were quite positive with all rankings ending up in the “High Importance/High Satisfaction” quadrant. The next section is a detailed look at the satisfaction for each of the services Fleet Services provides, and a comparison to our last customer survey in 2014. Again, the results were quite positive.

Department Results

Fleet Services Client Survey 2016 Answer Options Importance Rating Average Satisfaction Rating Average Maintenance/Repair Scheduling 4.33 3.70 Maintenance/Repairs Completed on Time 4.71 3.45 Repairs Performed Correctly the First Time 4.90 3.35 Vehicle Breakdown Response Time 4.67 3.14 Communication of Repair Completion 4.48 3.24 Small Tools Suitability 3.86 4.19 Small Tools Availability 4.14 Garage Hours of Operation 3.90 3.43 Branch Average 4.32 3.58 Branch Median 4.41 3.44   Fleet Replacement Planning 4.57 3.75 New Vehicle Procurement Process 4.29 2.90 New Vehicle Delivery Process 2.85 Contracting for External Equipment Rentals 3.48 3.85 Motor Pool Vehicle & Equipment Suitability Motor Pool Vehicle & Equipment Availability 3.81 3.71 Access to Fleet Information 3.62 3.97 Equipment Operator Training Program 4.43 4.05 Understanding of Your Operator Training Needs 4.24 Incident/Collison Review Process 3.52 New Vehicle Training 4.10 3.76 Operator Training Materials/Facilities 3.95 Central Stores - Appropriate Inventory Central Stores - Hours of Operation 3.67 Fuel Management Services 3.57 3.78 3.73

Fleet Services Results Breakdown

Next Steps The survey was a key input into the Fleet Services 2017 Business Plan Understanding how Fleet runs their business will be key to the relationship with our customer groups. One City, One Team: CUSTOMER SERVICE GUIDE! For any further questions regarding the survey, please contact Vikash Agarwal

Thank you for your participation in the survey!