Written By Jan Sims
MIDDLESEX CENTRE - A new survey found that residents of Middlesex Centre are basically satisfied with the service they received from the municipality.
A report was presented to council at its February 26th meeting that breaks down the numbers for 2024. According to the survey, 40% of respondents said they were “very satisfied”, while 35% said they were “somewhat satisfied”. Fourteen percent said they were “somewhat dissatisfied”, while 10% said they were “very dissatisfied.” One percent of respondents ticked off the “don’t know” box.
“These results are comparable to the 2023 survey, with “the quality of the customer service you received” and “the helpfulness of the staff” seeing slight increases in those somewhat and very satisfied,” according to the report brought to council.
The report also breaks down how people communicate with the municipality, and what are the main issues they bring forward. According to 2023 data, Middlesex Centre received just under 75,000 phone that year. The community service booking desk line, the building services main
line and the engineering main line each received thousands of calls.
In regards to customer service front desk tracking, 69% of the calls related to tax and water inquiries, while 41% of walk-in customers were there to pay a bill.
Online forms were also looked at in the report. The highest level of submissions was in relation to a request for email billing, dog tag applications, and feedback which includes complaints and service requests.
Although the report notes the majority of people were satisfied with the service they received, it does include challenges that have persisted from the previous year. This includes callers not leaving voicemail messages when staff are unavailable, which makes follow-up impossible. As well, the report says it can be tough for staff to respond within a 2-day timeframe during “significant/exceptional” events such as the flooding that occurred in the summer of 2024.
