Gov’t sees 31.3% increase in customer service ratings
The BVI government has recorded a 31.3 percent increase in customer service ratings across the territory for 2024, according to Director of Customer Service Kedimone Rubaine.
Rubaine said the 2024 Recap Edition of the Customer Service Newsletter reflects a 93.8 percent rating, marking a significant improvement from the previous year. She attributed the achievement to the commitment of public officers.
“The dedication of public officers is evident in the results we are seeing. Our customer satisfaction statistics indicate that at key, high-traffic departments, our clients are seeing improvement in the service they are receiving. A true testament to the work that we have all committed to,” she stated.
She also highlighted the importance of customer feedback in shaping service improvements and encouraged the public to rate their experiences at by visiting rateus.gov.vg.
“This data allows us to clearly see the areas we are doing well in as well as we can improve,” she added.
The Deputy Governor’s Office, led by David Archer, has identified customer service improvement as a priority throughout 2024 and plans to continue these efforts into 2025.
Rubaine said the government will reintroduce customer service charters next year. These documents will outline service standards and expectations for each government department while also listing all members of staff.
The government also plans to expand customer service training opportunities and implement “mystery shopping” exercises to assess service quality and provide feedback for improvement.
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