Customer Experience Strategy
A plan to improve the experience of residents, business owners and visitors when they interact with town services and offerings.
According to the town’s 2024 Community Satisfaction Survey, 79 per cent of residents said they feel satisfied with their local government, and 89 per cent said they are satisfied with the quality of services provided by the town. To ensure we continue to proactively evolve with the changing needs of our customers, and to maintain or improve the level of customer satisfaction and trust in the town, we’re refreshing our Customer Experience Strategy.
Creating a new strategy will help ensure that all touchpoints the public has with the town are positive, seamless, efficient, and user friendly, whether interacting with town staff in-person out in the community or at a facility, doing a transaction online, or calling ServiceOakville.
When customers use town services or interact with town staff, many factors can result in either a good or bad customer experience. By understanding where problems lie across the end-to-end journey, we can identify opportunities to improve the customers’ perception and feelings of their experience, as well as their trust in the town
According to the town’s 2024 Community Satisfaction Survey, 79 per cent of residents said they feel satisfied with their local government, and 89 per cent said they are satisfied with the quality of services provided by the town. To ensure we continue to proactively evolve with the changing needs of our customers, and to maintain or improve the level of customer satisfaction and trust in the town, we’re refreshing our Customer Experience Strategy.
Creating a new strategy will help ensure that all touchpoints the public has with the town are positive, seamless, efficient, and user friendly, whether interacting with town staff in-person out in the community or at a facility, doing a transaction online, or calling ServiceOakville.
When customers use town services or interact with town staff, many factors can result in either a good or bad customer experience. By understanding where problems lie across the end-to-end journey, we can identify opportunities to improve the customers’ perception and feelings of their experience, as well as their trust in the town
Thank you for your feedback!
We’ve completed the following engagement opportunities:
- Public and staff surveys
- Three focus groups with youth, seniors and business owners
- Three drop-in open houses
All feedback will be reviewed and analyzed, and will help to shape the new Customer Experience Strategy.
We look forward to sharing the draft strategy in the fall of 2025.
Contact
ServiceOakville
905-845-6601
Contact
ServiceOakville
905-845-6601