2019 Citizen Satisfaction Survey results released
- 89 per cent of Guelph residents express overall satisfaction with the delivery of services by the City
- 85 per cent of Guelph residents who had contact with City employees in the past 12 months are satisfied with the overall quality of the service they received
- 95 per cent of Guelph residents rate quality of life in Guelph as good or very good
- 94 per cent of Guelph residents agree that Guelph is a welcoming community
- 93 per cent of Guelph residents say they are proud to be a part of this city
- 81 per cent of Guelph residents believe they receive good value for their tax dollars
Guelph, Ont., November 8, 2019 – Today the City released the results of the 2019 Citizen Satisfaction Survey administered by Ipsos. The survey results show Guelph residents are satisfied with the delivery of City services and the quality of life in Guelph.
“Results from the survey are very encouraging and consistent with our previous research,” says Scott Stewart, Chief Administrative Officer. “The findings highlight the areas where we’re meeting citizen expectations and also identify opportunities where we can continue to make investments to ensure Guelph is a great place for everyone to live today and in the future.”
Summary of findings
Overwhelmingly residents are satisfied with the quality of life in Guelph with 95 per cent of those surveyed rating it as good or very good. The proportion of residents who say it’s “very good” is nine points higher than the National Norm.
It is not surprising then to see that the majority of residents continue to agree Guelph is a welcoming community (94 per cent), that they are proud to be a part of this city (93 per cent), that they have a strong sense of belonging (86 per cent), and that Guelph is an environmentally responsible city (88 per cent).
Overall satisfaction with the delivery of services by the City remains strong at 89 per cent. While the number of people who have contacted the City in the last 12 months has declined, of those who have contacted the City, a large majority (85 per cent) are satisfied with the overall quality of service received. Many were either satisfied or very satisfied with City employees being courteous (91 per cent), being knowledgeable (90 per cent), treating citizens fairly (89 per cent) and ease of reaching City employees (84 per cent).
Finally, eight in ten or 81 per cent of residents continue to believe that they receive good value for their tax dollars.
Getting Guelph future ready
The survey results will help the City improve services, communication and engagement, and deliver on its Strategic Plan priorities. One of the City’s goals is to run a modern government, one that is effective, fiscally responsible and trusted by the community. The Citizen Survey, along with the Strategic Plan and Community Plan, will inform the City’s work—budgeting, service and program delivery, and work plans—as they work to make Guelph future ready.
More specifically, the City will use the survey results to:
- Inform strategic planning initiatives to support the development of the strategic priority action plans in 2020.
- Inform the work of the Continuous Improvement Office.
- Analyze program-specific findings to further understand resident perceptions versus known operational service levels. The survey results will be correlated with other program data to present a more fulsome picture.
The Citizen Satisfaction Survey also probes topics that are beyond the sole responsibility of Guelph’s municipal government. As reflected in the survey findings, some of the most important issues facing Guelph today such as affordable housing, poverty and increasing support for businesses require a concerted community-wide response and are not the sole responsibility of one organization or level of government.
Between August 28 and September 17, 2019 the City conducted the second Citizen Satisfaction Survey to better understand citizen needs and expectations with respect to delivery of services and the citizen experience. Ipsos administered the survey, conducting a total of 600 interviews.
In addition to the phone survey, 96 self-selected participants responded to an online survey.
- 2019 Citizen Survey results: City Council Information Report
- 2019 Citizen Survey Results: Ipsos Public Affairs report
- Guelph’s Community Plan
- City’s Strategic Plan: 2019-2023
General Manager, Strategy, Innovation and Intergovernmental Services
519-822-1260 extension 3617