Marlborough District Council Roading Assets - Activity Management Plan 2015 - 2018 SECTION 1 EXECUTIVE SUMMARY 2015/18 Performance Measure 2013/14 Data Source Target Resident satisfaction with service measured by Council Customer survey, where 10 = “service delivered extremely 6.9 6.5 Survey well”. Table 13.8.1 Customer Satisfaction Council undertakes an annual customer satisfaction survey specifically on roading network issues. Maintaining a core set of questions on key issues allows the results of these surveys to be compared for trends that may indicate a change in demand which may require Council to amend a specific level of service. 1.13.8.2 Customer Requests Marlborough Roads, as Council’s agent, maintains a database of customer requests received to monitor issues and trends that may become evident. These are analysed at intervals such as the preparation of this and future Activity Management Plans to help set levels of service. Performance Measure Baseline 2015/18 Data Source Target Respond to customer requests within 15 days ≥ ≥90% ≥90% Database Analysis 90% Table 13.8.2 Customer Response 1.13.8.3 Customer Levels of Service The results of the customer satisfaction surveys and the customer requests feed into the levels of service monitoring as set out in Section 3. 30 September 2014 Page 180 of Section 1