The Municipal Courts Department's outstanding customer service made a big believer out of one Washington County, Texas, resident.
When Angela T. Knauss had to contact the MCD for court business, she was so impressed by the professionalism and courtesy displayed by everyone who helped her, she wrote to Mayor Annise Parker's office in praise of MCD Administrative Supervisor Katherine Liberto and her staff.
"When one encounters an exceptionally helpful individual, especially in government, I think that person should be acknowledged," Knauss wrote. "I recently had contact with Municipal Courts Department personnel and was pleased by the helpfulness. … I would also give credit to Ms. Liberto for setting the tone for the office. Usually actions from below are a reflection of the supervisor in charge."
Knauss' comments to the Mayor's Office about her experience warranted a mayoral letter of commendation to Liberto for her commitment to the Municipal Courts Department and for how she and her staff represented the city and department.
A simple invitation to city events can lead some Houston residents to get a glimpse of what some employees do to make city operations work and how much they love working for the city.
Kenneth Hall wrote to express his gratitude for city employees, some of whom he has worked with over the years in his role in marketing and business operations with KBR. Most recently, he and his family attended the Thanksgiving parade at the invitation of Debbi Elliott-Griffith and Susan Bono of the Mayor's Office and had a great time. Hall wrote that he has worked with both before and that he has "not ceased to be impressed. … I have always found them both to be so positive and engaging and truly wonderful spokespersons for this great city."
He also noted that July 4 celebrations he has attended are similarly enjoyable experiences and valued by Houstonians, citing the good works of Susan Christian and others.
Hall expressed his compliments to city staff "that truly reflects the warmth that Houstonians most certainly should convey to one another and to others. It is always an enjoyable experience to deal with folks who are professional and personable, terms not mutually exclusive."
A resident on a document search never expected as much of an assist as she received from a trio of employees at the Houston Permitting Center. But when Lane Llewellyn asked for help, she was impressed by what she received.
Llewellyn recently wrote a letter complimenting Hugo Mora, Belinda Garcia and Cassandra Vrana, all with HPC-PWE, for their initiative and willingness to help.
Llewellyn needed to locate documents, including any permits, plans or maps of three townhouses built in Montrose around the late '70s. Mora first helped her with a computer search. Then Vrana helped her, before Garcia also got involved. Llewellyn wrote that she appreciated the employees' diligence and helpfulness as they "checked and double checked all records and still smiled at me!"
"Wow, I am so impressed," Llewellyn wrote. "They all did a great job. … My compliments to all three of these hard working city employees."
Providing excellent customer service is one of the Houston Airport System’s top priorities, and recent survey results show passenger satisfaction is at an all-time high.
According to a recent passenger satisfaction survey conducted by Phoenix Marketing International, both George Bush Intercontinental Airport (IAH) and William P. Hobby Airport (HOU) observed significant increases in passenger satisfaction scores in 2014. The survey results for 2014 revealed that 78 percent of passengers were quite satisfied with their overall experience at Bush Intercontinental—a 10-percent increase over the previous year.
The uptrend continued at Hobby Airport with nearly 9 out of 10 or 86 percent of passengers being quite satisfied with their overall experience.
The improvement in scores were driven by several factors including improved customer service and capital investment projects such as new signage leading into the airport, faster and more reliable free Wi-Fi throughout the airport as well as terminal improvements.
“Our entire team worked extremely hard in 2014 to implement numerous improvements designed to enhance the overall customer experience, ranging from free Wi-Fi service to major infrastructure projects,” said Houston Aviation Director Mario C. Diaz. “The results of this survey are incredibly encouraging because they indicate that we’re on the right track and our customers are responding to our efforts.”
More than 12,015 passengers at IAH and 2,414 passengers at Hobby were randomly selected and interviewed March through November 2014. Surveys were conducted all days of the week and during all travel times of the day. Passengers were asked to rate the respective airport on different aspects of service.