In 2010-11, the Department conducted 18 surveys to gauge customer satisfaction about our services. Of the 17 surveys about outsourced sports centres, 15 showed more than 80 per cent user satisfaction, two recorded more than 75 per cent satisfaction. In the survey on our public libraries, about 98 per cent of users rated our services satisfactory or average.
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Our surveys from 2008 to 2010 show that the number of complaints about the Department decreased continuously while commendations were on the rise. |
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In the fourth quarter of 2010, the number of public commendations surged by 25.6 per cent compared with the previous quarter, while the number of complaints and suggestions dropped by 15 per cent and 4.6 per cent respectively. |
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For continuous service enhancement, an opinion survey on museum services is expected to be completed in 2011 and a physical fitness test for the community is expected to be completed by June 2012.
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In the Healthy Exercise for All Campaign — Physical Fitness Test for the Community 2010-11, people from different age groups were randomly surveyed on their state of health and also took fitness tests. |
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Our 'Views from the Public' system maintains a database of feedback received through various channels about the Department's policies, facilities and services. The information is regularly analysed according to type, nature and cause, and reported to management to help them enhance areas that need improvement. The system is being enhanced in 2010/11 to include cross-departmental complaints, anonymous complaints and proforma complaints.
