We’ve published a new Customer Service Performance webpage to share clear information about we support customers through our free live chat, video calls, phone help, and email. The new page shows the number of customer tickets we receive, customer satisfaction ratings for each service, and how many walk-in customers we assist.
Convenient, Friendly, and Free Services
We’re committed to offering modern, accessible, and customer‑focused services. With our mobile‑friendly online support, you can connect with staff from anywhere and get help quickly — no trip downtown or long wait times. We provide services in multiple languages and offer free guidance to about 200 people each day. Our customer satisfaction rating is over 94 percent. This streamlined online approach is more efficient than our old in‑person‑only model while still delivering the high‑quality service you expect.
Improved Customer Service
Our updated support system helps our staff assist customers more effectively and with better context. When a question needs input from several experts, we route it to the right team member, who quickly reviews the information submitted with the ticket. This lets us provide faster and more informed help.
We also offer readily available interpretation services for customers in their preferred language to support clear communication and timely responses.
Our mobile-friendly services received the Washington Association of Building Officials’ 2022 Jurisdictional Outreach Award, whichrecognizes programs that improve community understanding of building codes and safety.
Regular System Improvements
We regularly review ticket data and customer feedback from our chat, phone, and email services. This allows us to identify common concerns, ensure accountability, and maintain high standards for customer service. We use what we learn to update our processes and tools so we can keep improving the support we provide.