Thanks Marc, Kannan, Franceso. My problem is similar to Franceso's in that there is a customer group (boat operators) that will never be happy.
We are the "law enforcers" here (and a monopoly, they have to come through us) and to this customer group all we do is make them spend more money (on maintenace, equipment, crew etc) to meet our requirements which affects their profits. Unfortunately they are the customer that know we exist.
The larger customer group is the general public, who while they are "on our side", they do not know we exist, and really don't need to. It would be a waste of tax payers money to educate the public so that they can tell us we are doing a good job. If we do a good job there are no accidents and they have no reason to know about us.
We are attempting to make the experience for the boat operators less painful by improving our procedures, but we are doing this really from our point of view. There is a small amount of feedback from a few of the larger clients (the State Goverment owned Ferry's and the good Tourist Fleets), but mostly we are guessing what they want.
I will never get support for sending out customer satisfaction surveys with every permit we produce, as 99.99% would be "get out of the way and let us run our business". This would be very demoralising for the department as well as being political dynamite.
Does anyone have experience with a hostile customer group.