Client Satisfaction with Regional Services
We measure progress towards long-term outcomes by tracking key indicators for the Peel community.
Why is this important?
- Understanding client satisfaction is important to because we are committed to quality service.
How is this measured?
- Every two years, the Region of Peel commissions an External Client Satisfaction Survey seeking feedback on a broad range of topics from a random sample of the general population, business managers or owners, and direct users of Human and Health Services.
- Responses to a group of questions throughout the Survey combine to make up a Client Satisfaction Index (CSI).
- The Client Satisfaction Index (CSI) provides an overall picture of client satisfaction with services provided by Peel.
What progress are we making?
- Client Satisfaction with Regional Services has dropped from 7.9 in 2015 to 7.7 in 2017.
- This drop is influenced by lower satisfaction levels for curbside waste collection and Regional road maintenance, which are both heavily weighted services in the index.
- The implementation of the bi–weekly cart–based collection program is a significant change that has occurred since 2015.
- The decline in the Regional roads maintenance satisfaction score is correlated with increasing concerns and dissatisfaction with traffic congestion.