Standard: The agency shall monitor and evaluate the quality of its programs, services and facilities from the user perspective. Examples include but are not limited to customer comment cards, secret/mystery shopper surveys, user satisfaction surveys, program evaluates and focus groups.
Suggested Evidence of Compliance: Provide recent examples of methods used to collect, monitor and evaluate quality assurance data from users.
Informational reference in the Management of Park and Recreation Agencies, (2010), 3rd Ed., Chapter 15 – Public Relations, Marketing, and Customer Service, pp. 370-372.
Agency Evidence of Compliance:
The Park District of Oak Park utilizes numerous methodologies to regularly solicit and monitor user feedback in regards to programs, facilities, and services. Where ever possible, this feedback is made available to staff immediately and is viewed on an on-going basis so that staff can respond to trends immediately.
The evaluation tools have also been designed to serve as a direct communication tool between users and the staff. When a customer indicates that a service problem has occurred, an e-mail is automatically sent to the appropriate staff member notifying them of the issue so that they may contact the customer to address the problem.
- 90% of citizens indicated that they were satisfied with the Park District
- 91% of citizens rated the overall quality of programs and events as good or excellent
- 90% of citizens rated the overall quality of the parks as good or excellent
It is the District’s policy that a community-wide survey is distributed at least once every 5 years, although it has been conducted more frequently in the past when citizen feedback was requested by the Board of Commissioners on major issues.
- Park District of Oak Park online Contact Us form
- Park District of Oak Park 2014 Community Needs Assessment
Agency Self Review: MET