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Town of Blacksburg Launches Program to Measure Customer Satisfaction

Post Date:02/22/2018 12:52 PM

Blue background with hands holding up cards with how are we doing on each card with four cards in all 

The Town of Blacksburg, in partnership with the Blacksburg Business Relations Committee, launched the first in a series of customer satisfaction surveys asking the simple question, “How Are We Doing?” 

Beginning with development services, contractors, sub-contractors, developers, business owners, and others are asked about their most recent experiences working with the town’s Planning and Building, and Engineering and GIS departments. The surveys are part of a new employee development program, with customer service at its core. Additional surveys related to other town services will be rolled out over the course of the next year. “This first survey will provide our customers with a convenient way to provide direct feedback to the town about how we are doing,” said Town Manager Marc Verniel. “Town staff can then use the information to improve our development processes and make them clearer and more efficient. We’re committed to working together to make Blacksburg a great place to live and do business.”    

The survey will be distributed at various stages of a development project via email, letter, or a survey card. “A person can participate in the survey as often as they’d like,” said Planning and Building Director Anne McClung. “We want people to know there’s an avenue for sharing their experiences and giving us feedback. The development process is collaborative and the survey results will offer us clear insight as to how we’re serving our customers.” Staff will not contact individuals unless they request follow up.

Customers who fill out the survey will also have the option of being entered in a monthly drawing for a Downtown Blacksburg gift card.

“This survey is a critical step in addressing our committee’s charge-to work with Town Council and staff to improve the business climate, particularly as it relates to development projects in town,” said Business Relations 

Committee Chair Carolyn Howard.  

“Hearing from the development community on a regular basis will help the town and committee identify issues, provide improvement recommendations to Council and staff, and gauge whether implemented recommendations are providing positive results.”

In addition to customer satisfaction surveys, the town continues to offer a number of ways for citizens to give feedback and/or interact with staff and Town Council. These include educational courses such as the Citizens Institute and Police Academy, social media, video, Citizens Alert, At Your Request, email and in person meetings, and others. For details, visit  

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