A survey asking residents for feedback on customer service and a tenant charter was open on Survey Monkey from December 2015 to May 6, 2016
A total of 115 surveys were completed.
A summary of the survey results can be found below
1: How important are these attitudes when we provide service to you?
Responses: 115
| Answer Choices: |
Not Important |
Neutral |
Very Important |
| Respectful | 0% | 2% | 98% |
| Responsive | 0% | 2% | 98% |
| Accountable | 1% | 6% | 93% |
| Good Listener | 0% | 7% | 93% |
| Caring/Empathetic | 1% | 9% | 90% |
2: What is important to you about how we resolve your request? Responses: 115
| Answer Choices |
Not Important |
Neutral |
Very Important |
|
A1: That the request is resolved in one step | 7% | 37% | 56% |
|
A2: That the request is done when we say it will be done. | 2% | 9% | 89% |
|
A3: That staff take ownership of a problem | 2% | 8% | 90% |
|
A4: That we admit to any mistakes and be quick to find a solution | 0% | 12% | 88% |
| A5: That the request is completed on time | 1% | 18% | 81% |
| A6: That I am kept informed about the process, including next steps | 1% | 7% | 92% |
| A7: That the service I receive is good quality | 0% | 1% | 99% |
|
A8: That the request is recorded (i.e. given an EasyTrac tracking number) | 1% | 8% | 91% |
3: How important are the following in communicating about our services?
Responses: 115
|
Answer Choices: |
Not Important |
Neutral |
Very Important |
| A1: Tell me about the changes that affect me/my unit/my building | 0% | 1% | 99% |
|
A2: Provide information on the status of my request | 0% | 11% | 89% |
| A3: Explain the next steps for my request | 1% | 9% | 90% |
| A4: Inform me about opportunities to be involved in decision making | 1% | 16% | 83% |
| A5: Inform me about Toronto Community Housing news and decisions | 1% | 19% | 80% |
4: How can we make services easier to access for you?
Please rank the choices below in order of importance
Responses: 115
|
Answer Options: | Ranking |
|
1 |
2 |
3 |
4 |
5 |
6 |
|
A1: Provide more services at Operating Unit and Property Management offices | 37% | 24% | 20% | 3% | 7% | 8% |
|
A2: Provide services online | 16% | 29% | 20% | 13% | 11% | 11% |
| A3: Provide services on evenings and weekends | 30% | 15% | 23% | 13% | 13% | 5% |
|
A4: Provide services in the language of a resident's choice | 11% | 25% | 15% | 13% | 19% | 17% |
| A5: Offer automated or self-serve options (e.g. through the Client Care Centre) | 10% | 17% | 15% | 17% | 17% | 25% |
| A6: Help residents better understand the services available in the community | 26% | 20% | 26% | 10% | 9% | 10% |
5: Which words best describe your vision for a resident charter?
Please check the words that are most important to you.
Responses: 115
|
Answer Options: | Ranking |
| 1 |
2 |
3 |
4 |
5 |
6 |
| Clear | 48% | 20% | 20% | 6% | 3% | 2% |
| Timely | 32% | 38% | 17% | 5% | 5% | 3% |
| Language of Choice | 27% | 6% | 6% | 8% | 12% | 42% |
| Useful | 9% | 41% | 26% | 9% | 13% | 2% |
| Frequent | 8% | 14% | 24% | 27% | 18% | 10% |
| Simple | 8% | 10% | 30% | 16% | 20% | 16% |
6: How can we make services easier to access for you?
Please rank the choices below in order of importance
|
Answer Choices |
Responses |
| Fairness | 77% |
| Equity | 65% |
| Diversity | 46% |
| Accessible | 67% |
| Engagement | 49% |
| Communication | 76% |
| Quality | 65% |
| Responsiveness | 71% |
| Accountability | 77% |
| Respect | 77% |
| Privacy | 56% |
