Thank you to everyone that took part in the Our Service, Your Satisfaction Survey. This survey helped the City to develop our Customer First Commitment.

We also asked another 4,000 residents who had contacted the City over the past year to tell us more about their experience. We had 1,400 community members provide their feedback.

This has helped us to better understand the community’s experiences, expectations and interactions with City staff.

The survey results show that the City is doing a good job in delivering customer service:

• Over 80% rated their experience with customer service as very good or excellent
• Nearly 75% felt the City followed through on its commitments

But, there is still room for improvement. The main areas for improvement that the community suggested were:

• increased transparency of decision making,
• communications post completion of works
• digital accessibility to meet community needs

The City is using this information to develop our Customer First Commitment. This will help guide the way we interact with customers and help us improve.