Raising Citizen Satisfaction Through Happy Call (Happy Call)!

Suwon City conducted Happy Call surveys on 128 integrated civil complaints processed in the first quarter of this year, and the results showed very high satisfaction ratings of 93.2 points regarding the complaint processing procedures.

Happy Call is a system that monitors satisfaction with the complaint handling process after civil affairs work is completed, identifies grievances and requests, and implements corrections and improvements. It is a major policy initiative of Suwon City.

The survey evaluated 128 integrated civil complaints by calling citizens and rating them on a scale of 100 points across five categories: accessibility (civil complaint guidance attitude), fairness (official integrity), satisfaction (complaint processing service level), responsiveness (complaint processing procedure), and speed and accuracy (adherence to processing deadlines).

The city plans to strengthen after-service (A/S) systems following complaint processing and implement feedback procedures to enhance citizen trust and satisfaction. Additionally, Suwon City plans to conduct mind-enhancement training in June to practice customer-focused administration.