HomeMy WebLinkAboutCAO-008-13 CladflgtOff REPORT
CHIEF ADMINISTRATIVE OFFICE
Meeting: GENERAL PURPOSE AND ADMINISTRATION COMMITTEE
Date: September 9, 2013 Resolution #: - °11By-law#:
Report#: CAO-008-13 File #:
Subject: CUSTOMER SERVICE SURVEY: RESULTS
RECOMMENDATIONS:
It is respectfully recommended that the General Purpose and Administration Committee
recommend to Council the following:
1. THAT Report CAO-008-13 be received for information.
Submitted by:
Franklin Wu, M.A.O.M.
Chief Administrative Officer
CC:FW
CORPORATION OF THE MUNICIPALITY OF CLARINGTON
40 TEMPERANCE STREET, BOWMANVILLE, ONTARIO L1C 3A6 T 905-623-3379
REPORT NO.: CAO- 008-13 PAGE 2
1 PURPOSE
The purpose of this report is to provide the results of the Municipality of
Clarington customer service survey These are shown in the attachment
2 WHAT WAS THE PURPOSE OF THE SURVEY?
21 On May 6th, the General Purpose and Administration Committee received
Report CAO-004-13 outlining of the scope, methodology, and timing of the
customer service survey The survey questionnaire itself was distributed to
Council by the CAO shortly thereafter
22 The survey was designed by Staff and focused on citizen views about both (a)
the importance of 33 existing Municipality of Clarington services and (b)
satisfaction with these services Respondents were also asked to assess a
recent customer service experience of their choice And they were asked on
what matters they wish to receive communications and their preferred means of
receiving these
3 HOW DID WE COLLECT CUSTOMER'S OPINIONS?
3 1 Clarington residents were asked to complete an on-line survey or complete the
survey in paper form that was available at municipal facilities, including libraries
The on-line survey was open and paper copies received between Wednesday
May 22nd and Friday June 14th (This included an extension of one week to
encourage participation )
32 The survey was promoted through newspaper advertising, frequent Facebook
and Twitter postings, a notice on the Municipal website, by the Mayor in an
announcement at a Council meeting and in an article he wrote for the Orono
Times and through email contact with various residents who had provided us
their email address over time, e g , as community advisory committee members
or as participants in the development of the Strategic Plan Staff were also
interviewed by a local radio station and used the opportunity to encourage
residents to provide us their feedback
4 WHAT WAS THE RESPONSE RATE?
41 It was intended, as reported to Council in May, that responses from 430
residents would be received This would generate the generally accepted polling
statistical result of 95% confidence that the results are within a margin of error of
4 7 percentage points, i e , reported results are within 4 7 percentage points
(plus or minus) of what is reported
REPORT NO.: CAO- 008-13 PAGE 3
42 In spite of all efforts to promote the survey, we heard from 355 residents While
the overall response rate was below our target, nonetheless it gives us 95%
confidence and a margin of error of 5 19 percentage points
43 Since not all respondents answered all questions or indicated "don't know", there
are a few questions where there was an insufficient sample size to provide any
valid information This is particularly found in responses to the question rating
level of satisfaction with each of the 33 services For 24 of the services, Y4 to
of respondents choose "don't know" when asked to rate their level of
satisfaction, leaving only sufficient responses on nine of the services This is
found at Question #2 of the attached survey report (Note also that not all
respondents answered all questions As an example, only 300 of the 355
identified what area of Clarington they reside in )
5 WHO DID WE HEAR FROM?
5 1 The share of each (geographic) community's population within Clarington is
about equal to that community's response rate (e g , Newcastle's share of the
population is 9 52% whereas 10% of the survey respondents indicated they
reside in Newcastle)
52 However, the actual share of our population under age 18 and the share of our
population who commute to Oshawa was significantly lower than the response
rate of those two groups, i e , 1/4 of our population is under 18 years of age and
none responded to the survey (although responses from this demographic are
generally not included in a polling firm's survey) and 28 3% of the labour force
population of our residents work in Oshawa, but only 13% of the respondents to
the survey identify as such This does not affect the validity or reliability of the
results at the "whole of Clarington" level
6 WHAT DID WE HEAR? HIGHLIGHTS:
61 The views of our customers are shown in the attached survey results which are
generated through FluidSurveys, the survey software There is a lot of data
there Three of the key findings are outlined below in 6 2 to 6 4
62 Below is the percentage of residents who indicated satisfaction with the nine
services where sufficient data is available listed by view of importance with the
corresponding satisfaction rating
REPORT NO.: CAO- 008-13 PAGE 4
Service % ranking the service % indicating
as important satisfaction with the
service
Public parks 91% 77%
Road/sidewalk 91% 75%
maintenance other than
winter maintenance
Winter road maintenance 90% 80%
Preservation of the 90% 59%
natural environment
Beaches/waterfront 88% 43%
Streetlights 88% 80%
Library services 87% 82%
Trails and paths 86% 68%
Swimming facilities 83% 71%
63 Residents were asked to think about a recent service experience with the
Municipality and to indicate their level of satisfaction on six matters Their
responses are summarized below
Customer Service attribute % indicating satisfaction with the
attribute
Overall quality of service delivery 71%
Timeliness 72%
Treated fairly 81%
Staff were knowledgeable and competent 80%
Able to get through without difficulty 80%
Staff went the extra mile 67%
REPORT NO.: CAO- 008-13 PAGE 5
Residents were also asked in relation to this experience, "In the end, did you get
what you needed?" 57% indicated they got what they needed, 25% indicated
they got part of what they needed and 18% indicated they did not get what they
needed
64 How residents want their Municipality to provide information to them shows that
when residents were given a menu of 13 different ways to receive information
• 62% of residents chose municipal website as an effective or very effective
means
• 59% chose an insert in the tax bill
• 58% chose Email for Recreation program users
• 57% chose a notice or ad in Clarington This Week newspaper
On the other hand, only
• 10% chose "Announcement at Council Meeting"
• 14% chose "Cable TV broadcast of Council meeting"
About 30% choose social media although more than 40% chose these
options as not effective
7 WHAT ARE THE NEXT STEPS?
71 The key next steps include the following
1 share these results by posting this report on our website
2 review the customer service data to develop an action plan to reflect the
opinions of residents
3 review the data on municipal communications and develop a Municipal
Communications Strategy to reflect the opinions of residents
4 use the data as an input to the 2014 Budget and the 2015-19 Strategic Plan
CONFORMITY WITH STRATEGIC PLAN —The recommendations contained in this
report conform to the following priorities of the Strategic Plan
Promoting economic development
X Maintaining financial stability
X Connecting Clarington
X Promoting green initiatives
X Investing in infrastructure
Showcasing our community
Not in conformity with Strategic Plan
Staff Contact Curry Clifford, MPA, CMO, Corporate Initiatives Officer
Attachment FluidSurveys Customer Service Survey results
ATTACHMENT NO. 1 TO
REPORT GAO-008-13
FluidSurveys 2013 Clarington Customer Service Survey
Surnrnary Report
Note: 355 responses were received to most, but not all questions.
In what area'of Clarington do you beside?
Response Chart Percentage Count
Bowmanville 46% 138
Clarke 1% 4
Courtice 25% 75
Darlington 0% 1
Enniskillen 1% 3
Hampton 2% 5
Haydon 0% 1
Kendal 1% 2
Kirby 0% 1
Maple Grove 0% 1
Mitchell Comers 1% 2
Newcastle 10% 30
Newtonville 1% 2
Orono 6% 17
Tyrone 2% 5
Wilmot Creek 1% 2
I reside on a farm 2%v 7
Other,please specify... I% 4
Total Responses 300
Please select your age range:
51-647 96
N
—e5-75 37(12%)
75 and over-5(2%)
– -- - Prefer not to answer-3
(1%)
under 18-1 (0%)
---18-34-30(13%)
35-50 11.5(3 J )
Please tell us the location of your work/business/school.
Other DUrham Reglon
coninwilty-13(4%) —------- _-- Toronto- 27 (9%,)
Whitby-24
Other,please specify...-
Oshawa-37(13%)— __ � 45(15%)
Olarington-147
1. Please gate how IMPORTANT it is that the Municipality of Clarington provide the
following services,rising a five point scale, where 1 means NOT at all important and 5 means
VERY important. You also have the option of checking "Don't Know".
Ratings below show the percentage of respondents who ranked any of the 33 services a 3,4 or 5 in importance,e.g.,91%of
respondents ranked public parks a 3,4 or 5 on a t to 5 scale.(Note that"Don't Know"responses here ranged from 3%
(swimming facilities)to 8%(planning).)
public parks:91%
road/sidewalk maint.other than winter:91%
winter road maintenance:90%
preservation of natural environment:90%6
beaches/waterfront:88%
streetlights:88%
Firefighting response:87%
library services:87%
trails and paths:86%
fire preventiou/pubtic educe:85%
snow clearing for seniors and disabled:85%
�uild'sng Inspection:85%
reviewing subdivision zoning proposals:84%
]and use planning:83%
recreation programs-youth:83%
swimming facilities:83%
public swimming:81%
preservation of heritage buildings/sites:80%
older adults facilities:80%
older adults programs:79%
tourism promotion:790/0
adult recreation programs:78%
public skating:77%
swimming lessons; 77%
muscur /heritage sites:76%
support for local arts culture events:74%
animal services:74%
youth day camps:74%
fitness facilities:75%
fitness programs:72%
ice rentals:7l%
banquet hall/nueeting facilities:69%
indoor soccer rentals:65%
2. Please rate your level of SATISFACTION with the following Municipality of Clarington
services,using a five point scale where 1 means NOT very satisfied and 5 means VERY
satisfied. You also have the option of checking "Don't Know".
Large numbers of respondents('/4 to%z)choose"Don't Know"when asked to rate their satisfaction with 24 of the 33 services.
The satisfaction ratings(those who marked a score of 3,4 or 5)amongst the remaining nine services where data is sufficient
were:
library services: 82%
street lighting: 80%
winter road maintenance:80%
public parks:77%
road sidewalk maintenance other than winter: 75%
swimming facilities:71%
trails and paths:68%
preservation of natural environment.59%beaclreshvaterfront:43%
3. Have you contacted the Municipality about any service in the last two years?
--No-137(39%)
Yes- 210 (61;'9) ___ _
4. For%which one service have you contacted the Municipality of Clarington most recently?
222 respondents indicated here a specific service that they had contacted the Municipality about.
Five of these noted multipte services.(An additional 25 completed the questions that followed that asked about their customer
service experience)Hero are the services that the 222 respondents referenced:
Planning and planning related:23
Animal Services: 16
Roads: 16
Rec Programs: 16
Snow clearance: I I
Building Inspection: I I
Garbage collection: 10
Enforcement: 10
Taxes:9
Tree:9
Swimnring:S
Streetlights:5
Sidewalk:4
Ice,rentals:4
Facility Rental:4
Fire Services:4
Library:3
Tourism:3
Park Maintenance:3
Note:27 other services were mentioned just once,e.g.,"photocopying',"Adnrin","community Christmas Tree",
5. Thinking about this service in question#4,using a five point scale wliere 1 means NOT
very satisfied and 5 means VERY satisfied;
00
80 77(320,S)
70
60 57(24%)
50 51(22%)
43(18%)
40 r 86(15%) 37(16%) ■2
30 1 27(115S) 19 3
20 20(8%) 4
10
How satisfied were you with the How satisfied were you with the
overall clttality of service deliveo arnoutlt of ft-ne€ttoo€Cto Jet the
service?
b. Thinking about your experience with the delivery of this service (Question#4),please
indicate the extent to which you agree with each of the four statements using a five point scale
where 1 means STRONGLY DISAGREE and 5 means STRONGLY AGREE
JM22 f9�!
28(x0%)
I was treated fairly 42(17%)
46(19%)
103(45%)
2(9%)
Staff were knowledgoable and 23(1°,S)
competent 4a(18%)
r"ML
101(42;a)
19 3
127 MOM
I Was able to get through to staff 22(91e)
without difficulty l35(15ar0) 1 i 5
55(290A)
1fl2(4235)
55(23%)
Staffwent the extra mile to make z 25(].1%)
sure I got what I needed 43(1&96)
_ 55(15%)
80(34°M
Q 10 20 30 40 50 60 70 80 90 100 110 120
7. In the end, did you get what you needed?Would you say:
You did not get what you
YOU clot part of what you
needed 58(25%
!rf ry
1
1
You gotwhatyou
needed-135(57%)
8. What is the most effective way for your municipality to provide information to you?
.'--.r, 59(19%)
NoticelAd in the Clarington —70(22%)
9s(317 )
This Week 82(26S5)
5(2%)
_ i 133(44%)
Notice/Ad In the 010110 � 34(1156)
WeeklyTirnes 34({411(031,1)
1 l
64(211,1)
1165(53%)
NoticelAd in SNAP 62(201;1)
C.larington aS (111 l
;19 751
sa(1046)
65(21%)
COMInUnity Recreation& 93(3430)
so(264i�)
Leisure Guide
59(1955)
;;23(4410)
192(624)
Announcement at Council 54(174,1)
Meeting (7%)
1a{3%)
91(lovdl
174(56414)
Cable TV broadcast of 57(1175)
Council Meeting 24(s3S)
].9(6;5)
35(1151)
1143(48°5) i I Not Very Effecl[ve
Clarington Twitter Post — 42(1401) ri Sornow(1at Effoi.t
(@Clar(ngtonON) 40;13751
34(1171) L3 Effective
�44(1a°=1) Very Effective
139(43414) M Don't Know
45(15;1)
Clarington Facebook Post 55(18014)
39(13%)
36(12114)
_(56(165%)
Clarington Website Post 48(15%)
(tiv�n+vir,c(arington.net) 122(3931)
71(23%)
14(5%)
_ �J61(20SS)
Brochures,Pamphlets at 93(90%)
Municipal Facilities a 94(3075)
44(11
20(6%)
..A 60(19'/a)
PubiiC Information Centres - - 67(28%)
41x)
or Open Houses 47(15%] 91(29%)
- —124(8i1)
.i. 41(13%)
Email for Recreation 40(13%)
Program Users s i95(R a.
+per 48(16%)
46(15°5)
69(20%)
Insert in Tax Notices 89(29%)
93(SODA)
20(6%)
0 20 40 60 o"G 100 1120' 140 100 100 200 220
9. What type of municipal information are you tooking to be provided and hmv Would prefer it
be provided?
11 Have little interest in the matter and not likely to seek information about it
■Interested in the matter and will contact the Munlcipality or browse its wet?site if l need information about it
Po Would tike the information pushed oUt t0 me,e.g.,in a Notice/Ad in the newspaper or sentto me Don't know
Animal Services (12%) 130(42%)
37
EcachasilVaterfrent - 137(44°.'.)
,7 155
121('95'.)
MOV.)
-6r2l(7%1 (27%)
Building Inspection Services t 1150(4a5a)
27
,T - —•---..._- -'-)1178(35%)
Facilities- Banquet HalliMeeting 154(490A)
Facilities 33(11%)
18(6%)
- -182(26%)
Facilities-Fitness
54(17%)
136(44%)
Facilities-Ice Rentals 127(410/0
32(1055)
16(5%)
157(5001a)
Facilities Indoor Soccer Rentals ' = ? -1210(a5 a)
.,. ...
1s(6�1
- �, 90 j294a)
_ -_--_--
Facilities-Swimming 155(545'x)51{1550)
.161(14°fa)
Fire NeVention &PLOlic E(ILICatiOn ° 158(50%)
ORM 76{2410)
152(17°.r°)
168(54x1.)
Firefighting Response - 69(221A)
!
23(7%)
_ 172(23%)
- -
Fitness Programs _ - 161(20;5) 160(51°!a)
ZP(645)
167(22°0)
Land Use Planning —� _ _. — 123(40°!a)
97(31%)
22 Mla)
L,6(o( §efd.m' 149(16%)
L �11111 175(57%
LIDIdly JCIVILGS 14(5%)
71(23%)
r
88(291S)
Mus8unifHeritage Sites 146(47%)
sa(19 r°)
15(556)
1132(43°/a)
Older Adult Facilities 121(39%)
39(13%)
17(6%)
olderAclultsPrograms - e 119(33%)
144(14%)
�zw-
41
100(32%)
Preservation of Heritage 141(45°5)
Buil(ling slSites 55(18%)
14(5%)
l50(Milo
Preservation offiatural 146(47%)
Environment MIOO(32%)
13(4%)
23(7%)
Public Parks ,a 178(575°
9B(31 )
100(330/,)
Public Skating 53(17%) 139(4595)
15(5%)
72(23%)
Public Swimming 62(20%) 159(51°A)
j log(36%)
48(16%)
Recreation Programs-Youth _- 130(43%)
13(6%)
74(24%)
Recreation Programs-Aclult °. 159(5154)
6Q(19 5)
16.45%)
20(26%)
Rovirwing Subdivision and � 111(36%)
Zoning Proposals 100{3256)
19(G�5)
RoadMidewalk Maintenance- 45(15%)
155(51',0)
SpringfSUrnmerlFall :6 91(29%)
15(5 )
Roar)tutaintepance-Winter {zzg6)— 155(505:0
(Plowing;Sanding;Salting) 14x(44%)
Y 15(5%)
110(3rS5)
Snow Clearing for Seniors and 125(4155)
Disabled 52(17%)
'21(7°J°)
76(25%)
164(5 3,,-)
Street�.iglitifig 52117%) ;
pwr(6%)
BB(29°15)
Support for Local Arts&Cultural 129(42%)
S6 Ornin(g Lessons J 48(16%) 125(Mu)
E,"A as(2335)
Toi.ir nli Pion otVio 03(27%) 120(33%)
41(1339)
Trails and Paths 145(4535)
101
• 14(5�/) .33%
IS9(40%)
111(3135)
Youth Day Camps 35(12%)
18(6%)
0 20 40 O0 80 100 120 140 160 180 2C
10. Would you like your municipality to communicate information about the following to you
and if so how would you like it communicated to you?
ri Have little interest in the matter and not likely to seek information about it
x Interested in the matter and will contact the Municipality or Drowse its website if I need inforr€nation bout it
0 Would like the info miation pushed out tome,e.g.,in a Notice/Ad in the newspaper or sent to me Don't know
-116(5%)
Key platters that are before 94(31%)
Council to decide -- 187(62%)
J 11(4%)
Key decisions of MUTIMI)al 89(30 00)
Council 3(1%) 19e(66%)
6(2%)
C:omrnunityeventslhappenings go(30%)
- _ 203(6155)
i(136)
Volunteer and committee 32(11°r6) 120(40%)
opportunities 6(2%) 143(48%)
Proposals concerning how -r'` 21(7%)
specific land In the Munlclpal(ty .1102(34%)
173(50%)
could be used 4(1%)
[-1011=1 28(9 0,0)
Howto prepare for an emergency 131(44%)
136(457°)
5(2°r6)
What pets are available for --- — - -- - - 124(41:5)
x_-1128(43 a)
adoption 8(3%)
41(14%)
---J 35(12%)
tulUlliClpal firlanc)al InfUrrfleitlUn - - - - ----.: -11.6415450)
, 94(314x}
S(3%)
1-)7(2%1
Sen+ice interruptions - - 80(27%)
5(2%)
- - -- - - 205(69°,a)
0 20 40 60 80 100 120 140 1GO 1S0 2001 220 W
11. Have you visited the Mtiniicipality's website(www.elarington.net)?
—No 32(11%)
Yes-267(89%)---y
12, If you answered yes in Q#11, please indicate the numbcr of times you visited hi the last
year.
6(2%)
0 Everyday
80 00%) ■ Onco a week
0 2 to 3 times a month
52(19%) Once a month
i Less than once a month
87(32%)
I
0 10 20 30 40 50 60 70 80 90 100
13.If you answered yes to Q#11, please indicate the extent of your agreement to the
following statements using a five point scale where 1 means STRONGLY DISAGREE and 5
means STRONGLY AGREE.
=-1-1-1 lo(4�la)
The wehsite Is a central 14(5%)
source for customer s5(21�.$)
65(325c)
serv)celservice delivery. a3 fa3°,1
ff:L4(5%)
17(sal
51(19%)
i c(ulckly found what l was _ `.72(27°,u)
looking for on the website 8G(32;5)
uG(�oia)
8(355)
.I 22(8%)
45 1170h) Rt 2
The website is easy to I 3o(3o;a) ■3
Navigate E14 Mv,'a)
31(12%) 4
7(S-%l M 5
M Don't[(now
29(11%)
38(14%)
Overall I am satisfied with the 71(26%)
look and feel of the wehsite t 9a(33%)
32(125'0)
9(3%)
15
44(15°16)
The website had all the 177(29%)
information I needed 90(335110)
36(13%)
12(4%)
0 10 20 30 40 50 60 70 BO g0 100
14. PIease add any comments that would help us improve our website.
58 respondents provided cormnents about the website in this open ended question,including-,
22:concerns with look and feel and professionalism of website
3:concenis with navigation
G:concerns with search ability of website
G:seeking additional content:econ develop;all things Clarington; protecting our natural environment;history of Clarington;
councillor's positions on issues;area to post questions and connnents for councillors;built in blog for users to post info
5:expressed satisfaction with website
And one comment each on 11 other items,e.g.,make website font friendlier for older adults.
15. Overall, what actions could the Municipality of Clarington take to improve its
communication with you?
82 respondents provided comments on actions to improve communications,including:
-establishing email newsletter or email notification of significant matters: 27
-pleased with existing communications:6
improve the website:4
improve engagement with the community:3
-stop sending published material:3
-return phone calls,emails:2
establish complaint follow up system:2
Ilse newspapers more to communicate:2
Ilse social media more selectively:2
37 other actions were suggested once,including:2417 call in service;arrange to have all council meetings on TV;stop holding
"in camera"meetings;reply to all job applications
Concluding Question: Again, the purpose of this survey is to leans your opinion about the
services and communicatioins that your municipality provides. Your input will help the
Municipality of Clarington to vest meet your expectations and identify areas that nnay need
conversation. Please use this space in the event there is anything else that you wish to tell its
that can assist with this puipose and help meet your expectations.
83 respondents provided feedback here on this open ended question.There were a wide range of continents made on a wide
range of subjects,with only four subjects commented on four or more times:
Praise for staff:7
-Need for more community engagement:5
-Need to increase service level in parks:5
-Need for more coinmcrciai services in Courtice:4
Tile other 62 coirunents ranged from the need for modernization of the website to opportunities to seize economic
opportrmities offered through bicyclehvalking paths to concern that survey would be ignored to providing info on site cost of
the EFw plant.While many comments were general with no specific request,the few responses requesting specific action
have been provided to the respective Department Head for follow-up.