Written By Jan Sims
MIDDLESEX CENTRE - Results of the 2025 customer service survey were presented to council at its March 11th meeting.
The survey was conducted last summer as part of the budget survey. Of the 315 overall respondents, 101 completed the additional questions.
When asked to rate their overall satisfaction with customer service, 34% of respondents said they were very satisfied, while 35% said they were very dissatisfied. Twenty two percent reported they were somewhat satisfied, 15% indicated they were somewhat dissatisfied, while 4% said they don’t know.
The report notes that the results are consistent with surveys from previous years. It goes on to state: “However it should be noted that the number indicating they were very dissatisfied with their service increased by %10 compared to the previous survey.”
When asked: “Thinking of the most recent service you received from the Municipality of Middlesex Centre, did you receive your desired outcome?”, 41% said yes, 37% said no, and the remaining responses were either “don’t know”, or “partially in progress”.
Reporting a concern and paying bills were the most common reason for receiving service from Middlesex Centre. Almost 56% of the reason for contacting the municipality related to reporting a concern or issue, while just over 29% related to paying utility bills such as water and wastewater. Also ranking highly was booking recreation programs and community services. Telephone and email were the most preferred contact methods.
The survey also included room for written comments. When asked about suggested improvements, some respondents cited follow-up on specific concerns, and calls for a better online billing system.
In terms of Middlesex Centre staff feedback, the report cites concerns that have in some cases persisted year-over-year. These include callers not leaving voice-mail message, which hinders follow-up.
