Thank you to everyone who provided feedback on our services!
Feedback will be used to develop a Customer Experience Strategy that will be rolled out in phases across City departments.
The strategy will include training for staff, new service standards, and performance metrics to ensure the City’s customer service continues to meet the needs and expectations of the community.
Although our survey is now closed for this project, please refer to the City Directory or Report a Concern Form at any time to contact the applicable department and provide feedback on your service experience.
Community Engagement
We are committed to enhancing the service experience for those who connect with us.
To create a consistent, high-quality experience across all public-facing City services we conducted a survey in November 2024 to learn from residents, businesses, non-profit groups, and visitors about what matters most to them.
Feedback received will:
- Help ensure we meet community expectations
- Directly shape our customer experience strategies
- Guide improvements in areas such as building, development, parks, recreation, and culture
Through the survey we wanted to learn:
- How are the City’s customer services
- What does an exceptional customer experience look like to the public
- How do our customers prefer to interact with us
Feedback will inform the City's Customer Experience Strategy.
Level of Engagement
The engagement for this project is at the "Consult" level of the International Association for Public Participation's (IAP2) Spectrum of Public Participation.
This means that we will obtain public feedback on analysis, alternatives and/or decisions. We will also keep the community informed, listen to and acknowledge concerns and aspirations, and provide feedback on how public input influenced the decision.
Learn more about how we use IAP2's participation spectrum as a foundation for community engagement here!
