Client Satisfaction with Service Delivery Channel Experience

We measure progress towards long-term outcomes by tracking key indicators for the Peel community.

Why is this important?

• Residents want efficient and convenient access to services.
• They expect choices in the "service delivery channel" used to access services.
• Easy access to the right "channels" improves overall satisfaction with the Region of Peel.

How is this measured?

• Every two years, External Client Satisfaction Survey questionnaires are administered to a random sample of the general population, business managers or owners, and direct users of Human and Health Services.
• The survey is available online, by telephone, and in a paper format.
• Respondents answer questions about the services the Region of Peel offers.

What progress are we making?

• User satisfaction with the overall service delivery channel experience scored 7.5 out of 10 in 2017.
• Key insights:
• Focus on Live Agent telephone service.
• Make website improvements to meet resident expectations.