Feedback will be used to better address the needs of residents and continuously improve upon the customer service provided by the Town of Cobourg

Cobourg, ON (August 22, 2023) – The Legislative Services Division has launched a new customer feedback survey to measure customer satisfaction and inform improved customer service delivery across all municipal services.

The Town of Cobourg is looking to continuously improve how the organization delivers services and engages with members of the public. In May, Council approved a Customer Service Strategy and Implementation Plan. Staff are now working on a customer service implementation program and a Corporate Customer Service Standards policy to be presented to Council in the fall. The customer service strategy and corresponding policies and guiding documents are intended to be an actionable plan to address service delivery gaps and modernize the way the Town of Cobourg serves its residents and businesses.

To better understand and address the needs of its customers, residents are invited to share their thoughts on customer service in the Town of Cobourg. Feedback will be used to inform the final draft of the Corporate Customer Service Standards. Further, the continuing availability of the surveys will provide ongoing data to assist town staff in advancing customer service provided by the organization.

“Customer feedback is imperative to guide decision making and help us improve upon our programs and service delivery,” says Brent Larmer, Director of Legislative Services for the Town of Cobourg. “The development of our Customer Service Strategy involved community engagement surveys, numerous focus groups with stakeholders, and interviews with front line staff in each of our departments. The implementation of the customer feedback forms will help us address a baseline for our current customer service delivery and identify opportunities for continuous improvement.”

A digital survey has been made available online at Cobourg.ca/customerservice and printed copies have been made available at customer service counters throughout the organization. A web link has also been embedded into all Town of Cobourg staff email signatures for those conversing with residents via email.

The survey will take less than two minutes to complete and seeks to identify:

• overall customer service experience at the Town
• types of customer experience interactions individuals had with the Town
• overall level of satisfaction with customer service
• suggestions for areas of opportunity in customer service

For more information and questions regarding municipal services, contact Customer Service at customerservice@cobourg.ca.

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