Saanich Recreation - Client Feedback

1. Your Opinion Matters!

In order to serve our community better Saanich Recreation is committed to providing quality customer service. We want to know how we did during your last visit with us. We genuinely value all forms of input, whether they be comments, concerns or ideas*. So if you've recently participated at one of our recreation centres we'd really to like to hear from you! This survey should only take about 5 minutes of your time.

*Participation in this survey is completely voluntary. The collection of personal information is authorized under the Local Government Act, Community Charter and section 26(c)of the Freedom of Information and Protection of Privacy Act and will be only be used for the purpose of evaluating Saanich Recreation's Access Pass Program. Should you have any questions regarding personal information please forward an email to: foi@saanich.ca

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* 1. Which Saanich Recreation Facility are you commenting about in this Survey?

Cedar Hill Recreation Centre

Gordon Head Recreation Centre

Saanich Commonwealth Place

Cedar Hill Golf Course

Pearkes Recreation Centre

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* 2. How often do you use this facility?

Daily

1 time per week

2-3 times per week

4-5 times per week

1 time per month

2-3 times per month

4-5 times per month

Other (please specify)

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* 3. Overall, how would you rate the customer service at this facility?

Excellent

Good

Fair

Poor

Please provide any comments here:

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* 4. In your most recent customer service experience, how did you contact our customer service representative?

Online

In Person

Telephone

Does Not Apply

Please provide any comments here:

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* 5. Please describe if there was any particular aspect of the service/experience that stood out?

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* 6. Was your transaction/question/concern handled quickly?

Very Quickly

Within a few minutes

Transaction took too long

Does not apply

Please comment further:

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* 7. What would best describe your most recent experience when calling in via telephone? (Choose one or more - you must answer at least one row)

	Agree	Disagree	Does Not Apply
Served promptly (within 3 rings) and courteously	Served promptly (within 3 rings) and courteously Agree	Served promptly (within 3 rings) and courteously Disagree	Served promptly (within 3 rings) and courteously Does Not Apply
I was kept waiting on hold	I was kept waiting on hold Agree	I was kept waiting on hold Disagree	I was kept waiting on hold Does Not Apply
Staff introduced both their name and the location they were answering the call from	Staff introduced both their name and the location they were answering the call from Agree	Staff introduced both their name and the location they were answering the call from Disagree	Staff introduced both their name and the location they were answering the call from Does Not Apply
Staff was patient and listened carefully	Staff was patient and listened carefully Agree	Staff was patient and listened carefully Disagree	Staff was patient and listened carefully Does Not Apply
Staff was knowledgable and helpful	Staff was knowledgable and helpful Agree	Staff was knowledgable and helpful Disagree	Staff was knowledgable and helpful Does Not Apply
My phone call was quickly tranferred to someone who could assist me	My phone call was quickly tranferred to someone who could assist me Agree	My phone call was quickly tranferred to someone who could assist me Disagree	My phone call was quickly tranferred to someone who could assist me Does Not Apply
Staff didn't know how to handle my question/problem	Staff didn't know how to handle my question/problem Agree	Staff didn't know how to handle my question/problem Disagree	Staff didn't know how to handle my question/problem Does Not Apply
Staff had to ask others	Staff had to ask others Agree	Staff had to ask others Disagree	Staff had to ask others Does Not Apply

Please provide any comments here:

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* 8. What would best describe your most recent in person customer service experience? (Choose one or more - you must answer at least one row)

	Agree	Disagree	Does Not Apply
Staff was responsive and I was served promptly	Staff was responsive and I was served promptly Agree	Staff was responsive and I was served promptly Disagree	Staff was responsive and I was served promptly Does Not Apply
Staff was courteous and friendly	Staff was courteous and friendly Agree	Staff was courteous and friendly Disagree	Staff was courteous and friendly Does Not Apply
Staff was patient and listened carefully	Staff was patient and listened carefully Agree	Staff was patient and listened carefully Disagree	Staff was patient and listened carefully Does Not Apply
Staff was knowledgeable and helpful	Staff was knowledgeable and helpful Agree	Staff was knowledgeable and helpful Disagree	Staff was knowledgeable and helpful Does Not Apply
Staff didn't know how to handle my question/problem	Staff didn't know how to handle my question/problem Agree	Staff didn't know how to handle my question/problem Disagree	Staff didn't know how to handle my question/problem Does Not Apply
Staff had to ask others	Staff had to ask others Agree	Staff had to ask others Disagree	Staff had to ask others Does Not Apply

Please provide any comments here:

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* 9. Please tell us what can be done to improve your next visit to this facility?

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* 10. Would you like us to contact you for follow-up?
(We strive to be responsive, however depending upon volume It may take up to 15 business days for us to reply).

Yes

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* 1. Which Saanich Recreation Facility are you commenting about in this Survey?

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* 2. How often do you use this facility?

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* 3. Overall, how would you rate the customer service at this facility?

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* 4. In your most recent customer service experience, how did you contact our customer service representative?

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* 5. Please describe if there was any particular aspect of the service/experience that stood out?

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* 6. Was your transaction/question/concern handled quickly?

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* 7. What would best describe your most recent experience when calling in via telephone? (Choose one or more - you must answer at least one row)

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* 8. What would best describe your most recent in person customer service experience? (Choose one or more - you must answer at least one row)

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* 9. Please tell us what can be done to improve your next visit to this facility?

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* 10. Would you like us to contact you for follow-up?(We strive to be responsive, however depending upon volume It may take up to 15 business days for us to reply).

* 10. Would you like us to contact you for follow-up?
(We strive to be responsive, however depending upon volume It may take up to 15 business days for us to reply).