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Nov 18, 2019 Return to Headlines

City Launches Annual Citizen Satisfaction Survey

by Sarah Rossi |

COQUITLAM, B.C., Nov. 18, 2019 – Coquitlam’s annual Citizen Satisfaction Survey is now underway.

From now until Dec. 6, randomly selected Coquitlam residents will be receiving phone calls from Ipsos Reid asking them to answer a series of questions related to their satisfaction with services from the City, pertinent community issues and quality of life.

Participation in the survey is voluntary and confidential – but encouraged. The results provide City staff and Council with valuable information and insight in order to enhance the citizen-focused nature of decisions being made for the coming year.

Annual Survey Results Create Benchmarks and Help Inform Corporate Planning

As a statistically valid tool, a citizen satisfaction survey provides excellent input to the ongoing measurement, benchmarking and improvement of public service performance. Citizen surveys are used by municipalities across the country to better understand citizens’ views about the delivery of public service, their expectations, and what they see as priorities.

As an important component of its integrated planning framework, the City of Coquitlam typically conducts its Citizen Satisfaction Survey annually.

Key objectives of the survey include:

  • Providing input into the City’s business planning and budget processes;
  • Confirming strategic priorities;
  • Identifying priority issues, programs and services;
  • Gauging citizen awareness, perception of, and satisfaction with, City programs and services;
  • Identifying gaps or opportunities in services;
  • And providing data for the City’s ongoing organizational performance management and continuous improvement efforts.

As part of last year’s survey, Ipsos Reid conducted a total of 500 telephone interviews with a randomly selected representative sample of Coquitlam residents. Overall, results are accurate to within +/-4.4%, 19 times out of 20.

Residents with questions or concerns regarding the Citizen Satisfaction Survey may contact Graham Stuart, Manager Corporate Planning, at 604-927-3918 or gstuart@coquitlam.ca.