Maple Ridge, BC – Nov. 8, 2024 – The City is developing a Customer Experience Strategy and inviting residents, businesses, developers, non-profit groups, and visitors to share their customer experience feedback and provide suggestions for improvements.
The survey is available until Nov. 28 at Engage.MapleRidge.ca/CustomerExperience and the feedback received will help shape the future of customer service at the City.
Customer Experience Strategy
The goal of the Customer Experience Strategy is to create a consistent, high-quality service delivery model across all City departments, including key public-facing services such as building and development, and parks, recreation and culture. The strategy will help the City:
- Identify customer expectations and areas for improvement
- Align customer experience goals with the City's overall strategic objectives
- Develop training materials and procedures for staff to support the adoption of new standards
- Implement performance measures and feedback mechanisms to ensure continuous improvement
Community Engagement
As part of developing a meaningful Customer Experience Strategy, the City is engaging interested and impacted groups in the community, including local businesses, developers, nonprofits, and residents.
The survey is open until Nov. 28 to gather feedback on customer service experiences, identify potential areas of improvement, and better understand community expectations.
Take the Survey
Those who connect with the City through its various services are encouraged to take the survey by Nov. 28 at Engage.MapleRidge.ca/CustomerExperience and in print upon request by contacting Engage@MapleRidge.ca or 604-466-4300 (dial 4 and extension 5305).
Next Steps
Based on community feedback and data gathered throughout the engagement process, the City will develop a final Customer Experience Strategy, which will be rolled out in phases.
The strategy will include training for staff, new service standards, and performance metrics to ensure the City’s customer service continues to meet the needs and expectations of the community.
For more information on the Customer Experience Strategy and how to participate, visit Engage.MapleRidge.ca/CustomerExperience.
Background
In the fall of 2023, City Council approved a key result under the strategic priority of Governance & Corporate Excellence for the development of this comprehensive strategy.
Funding for the project was allocated in the 2024-2028 Financial Plan and the City has begun gathering both internal and external feedback to ensure that the final strategy reflects the needs and expectations of the community.
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For additional information, contact
Pardeep Purewal, Senior Manager, Corporate Communications and Public Engagement
T 604 467-4319 C 778-955-4249
E PPurewal@MapleRidge.ca