Public satisfaction with customer service experience

Target: 85% public satisfaction with customer service experience.
Current: 85% of residents are satisfied with their customer service experience. This meets target.

Per cent of Residents Satisfied With Customer Service Experience

 

Why is this important?

The town is committed to providing excellent customer service and we’re always looking at how we can improve our service online, by telephone or in person. By asking if our customer service is meeting your expectations, we’ll gain a greater understanding of your needs, our service strengths and areas where we need to make improvements.

How is this measured?

The Town of Oakville began using a citizen survey for gathering resident feedback in 2001. Now conducted every two years by a third-party agency, the last citizen survey was conducted in January and February, 2017 by market research from Pollara Strategic Insights.

Responses were weighted according to ward, age and gender distributions throughout the town to the most recently available census data, with an overall margin of error of ±3.45 per cent, 19 times out of 20. The next citizen survey will be conducted in 2019.

 

What progress are we making?

The 2017 Citizen Survey found that 85 per cent of residents who had recent contact with the town were satisfied with their customer service experience. This result is up one per cent from 2015 and 2013 and up seven per cent from 78 per cent in 2011. The preferred way to contact the town is by telephone (32 per cent), whereas the preferred way to access town information is through the town’s website (73 per cent).

Our ServiceOakville contact centre, located at Town Hall, is moving toward a one-point-of-contact customer service model to make it easier and faster for you to find the right information or person to address your concern. We strive to provide excellent customer service and we’re always looking at ways to improve. If you have a suggestion let us know at 905-845-6601, serviceoakville@oakville.ca or our customer service feedback form.

Page last updated: May 2018

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Citizen surveys

Outstanding Service

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