Contact Us - Customer Service Performance
SDCI is committed to providing modern, accessible, and customer‑centered services for our community.
Convenient, Friendly, and Free Services
We offer mobile‑friendly online support—including free live chat, video calls, phone assistance, and email—so customers can get permitting guidance from anywhere. Staff connect with customers quickly and in multiple languages, providing free coaching to about 200 people each day with consistently high satisfaction. This streamlined approach has proven more efficient than our former in‑person‑only model while maintaining the high‑quality service customers expect. With an overall satisfaction rating of over 94%, it's clear our staff continues to provide the knowledgeable and friendly service our customers value.
2026 Customer Service performance
30,140 Total tickets
Number of customer service tickets across chat, phone, and email for January - July 2026.
94.1% Overall customer satisfaction
Customer satisfaction rating for chat, email, and phone services.
94.9% Chat satisfaction rating
We usually answer chats within 4 minutes and resolve them in about 30 minutes.
88.5% Email and phone satisfaction rating
We usually answer email and phone tickets within 19 hours and resolve them within 25 hours.
In addition to our online services, we assisted 528 walk-in customers at our information desk between January and July, 2026.
Historical Customer Service Performance
We've been providing online customer support, with high satisfaction rates since 2022.
| Year | Total Tickets | Satisfaction Rate | Chat Satisfaction Rate | Email & Phone Satisfaction Rate |
| 2025 | 44,109 | 94.5% | 95.3% | 90.5% |
| 2024 | 40,998 | 95.3% | 96.5% | 91.8% |
| 2023 | 34,891 | 93.8% | 95.7% | 88.6% |
| 2022 | 21,568 | 91.6% | 93.8% | 86.8% |
Our information desk staff also assisted:
- 867 walk-in customers in 2025
- 1,037 walk-in customers in 2024
- 35 walk-in customers in 2023 (opened in December)