Voice of the Customer

* 1. How would you describe yourself? E.g. builder, designer, home owner, engineer, etc.

Residential – new dwelling

Residential – apartments

Residential – alterations and additions

Residential – outbuildings

Residential – other structures

Non-residential – farm buildings

Non-residential – shops, restaurants etc.

Non-residential – offices, administration buildings etc.

Non-residential – factories and industrial buildings

Non-residential – other

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5. Please rank the following in order of importance regarding your application.
(1 being most important; 4 being least):

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That the information required is the same each time you submit an application (consistency) That you can submit your application when and how you want (convenience) That the amount of documentation you need to submit is minimal (effort) That the application process and requirements are clear (understandable)

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6a. Please rank the following in order of importance regarding consent timeliness
(1 being most important; 3 being least):

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That you receive your consent quickly (speed) That you know the date you will get your consent (certainty) That your consent will take the same length of time to process each time (consistency)

6b. How many days would you ideally like a consent to be turned-around in?

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7a. Please rank the following in order of importance regarding amendment timeliness
(1 being most important; 3 being least):

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That you receive your amendment approval quickly (speed) That you know the date you will get your amendment (certainty) That your amendment will take the same length of time to process each time (consistency)

7b. How many days would you ideally like an amendment to be turned-around in?

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8a. Please rank the following in order of importance regarding requests for information (RFIs)
(1 being most important; 4 being least):

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That the number of RFIs are minimal (not every consent has a RFI) That any RFI is communicated to you early (speed) That any RFI is specific and clear (understandable) That all RFIs are communicated to you at the same time (I am only contacted once)

8b. How many days would you ideally like an RFI to be turned-around in

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9a. Please rank the following in order of importance regarding inspections
(1 being most important; 5 being least):

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That you can book an inspection with short lead times (flexibility) That you can book an inspection for the date you want every time (certainty) That the lead time to book an inspection is always the same (consistency of booking) That you have the same inspector for all your building work (consistency of inspector) That you have fewer inspections on your project (trust)

9b. How many days in advance would you ideally like to be able to book an inspection?

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10a. Please rank the following in order of importance regarding Code of Compliance Certificates (CCC)
(1 being most important; 3 being least):

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That you receive your CCC quickly (speed) That you know the date you will get your CCC (certainty) That your CCC will take the same length of time to process each time (consistency)

10b. How many days would you ideally like a CCC to be turned-around in?

Other (please specify)

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19. Please rank what is most important to deliver in the future:
(1 being most important; 10 being least):

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I can get the answer to my question quickly and easily

The consent price I pay is reasonable

Submitting my application goes smoothly

I get my consent in a timely manner

I get my CCC in a timely manner

I have fewer RFIs

Delays are communicated to me well

The assessor/inspector provides me expert advice/quality assurance

I have confidence in the quality of my building

I am treated as a partner in the process

20. For each of your top three priorities, please tell us a bit more about what this would look like in the future. E.g. what behaviour, information and approach do you expect? Or what does ‘timely’ (for example) mean to you.

21. Have we missed anything that is more important to you than these items?

22. Tell us about anything that is working well for you now that you would like us to keep and/or expand. E.g. something that has saved you time or created a good experience.