The Region of Peel values citizen feedback about its services and programs. As such, the Region conducts regular client satisfaction surveys to gather this feedback and use it to improve service delivery. This report provides detailed analysis of client perceptions of service quality and trust and confidence in government.
Peel’s Common Purpose Strategy describes a unified approach to service delivery that emphasizes the links among employee engagement, client satisfaction and trust and confidence in Peel. The underlying premise is that engaged employees are positioned to provide superior levels of service to citizens, and that this in turn produces high levels of trust and confidence in the Peel regional government.
This survey focused on the client side specifically looking at the client perceptions of service quality and trust and confident in government.
This chapter will outline Peel’s objective for conducting the surveys, the methodology of the research and how the responses and results are interpreted.
This study factored various demographics in both the general population (total population in Peel) and the client base (residents who use Peel services). Comparisons were made in:
Respondents were queried on two important dimensions of awareness. They were first asked what services are offered by Peel. Respondents named as many services as they could and interviewers checked off the relevant responses from a list of 21 Peel services. The results indicated many clients and those in the general population were unable to distinguish between the services offered.
Respondents were also asked what cities or towns make up the Region of Peel. Forty-two per cent of the general population could name all three municipalities.
This section will evaluate how satisfied clients are overall with services offered by the Region of Peel. The individual scores are combined into a single Client Satisfaction Index that summarizes citizens’ perceptions of the Region’s overall performance.
The four categories were evaluated:
The survey was designed to evaluate the difference between satisfied and dissatisfied clients. This chapter summarizes client satisfaction with Peel services and evaluates the following:
This chapter reviews accessibility at the Region of Peel. Surveys were further evaluated to determine the concerns residents had regarding access to regional programs. The results confirm certain access problems can have a serious impact on client satisfaction and it is those areas the Region should focus on going forward. Areas reviewed include:
The Region of Peel strives to instill trust and confidence within our organization with our customers. This section looks at four key areas:
Participants were asked to state their priorities on a range of issues with one question in mind - ‘What priorities should governments place on these issues?’. Participants rated each on a scale from ‘Very low priority’ to ‘Very high priority’.
The issues divide into two groups, those dealing with social services and those dealing with more general issues including ETPS services.
Survey research usually includes an analysis of the role that demographic factors, such as gender, age and income level, play in shaping client perceptions. This analysis is included for the record, however most of the results are negative: demographic factors do not play a major role in the issues that this survey addresses.
This chapter reviews if demographic factors have a meaningful impact with respect to confidence in the Region of Peel.
This chapter provides a summary of the following:
Revised: Friday February 17 2023