Customer Experience Improvements

Your Experience Matters

The City of Maple Ridge is rolling out a multi-year Customer Experience Improvement strategy, beginning with the launch of targeted customer experience survey. Commencing with our Bylaw and Recreation departments, the City wants to hear feedback on your recent service experiences to improve how we deliver services to residents and businesses. With your input, we are committed to providing responsive, transparent, and high-quality customer service across the City.

If you've recently participated in any of the following services from our Recreation or Bylaw teams, please complete our Customer Experience Survey:

• Animal Control
• Aquatic Programming
• Business Licensing
• Bylaw Admin Staff
• Bylaw Compliance
• Children and Families Programming (Sport, outdoor, conservation, drop in, events)
• Fitness
• Parking
• Youth programming

During this pilot phase, this survey is for general experience feedback from Recreation and Bylaw services. If you need to provide feedback on other services or report a specific concern that requires more immediate attention, please submit a Report a Concern form at MapleRidge.ca/Report.

Why This Work Is Important

Maple Ridge is a rapidly growing city of over 106,000 people. To keep pace with this growth and its resulting increase in service demands, the City is focused on streamlining our processes, interactions, and service tools to create efficient experiences that drive value for residents and economic growth. As part of Council’s Strategic Plan, the Customer Experience Improvement initiative will ensure that our community and services create the best possible future for Maple Ridge together.

What We'll Measure

Our Customer Experience Survey pilot is launching with customers who have experienced frontline Bylaw or Recreation services (e.g., personal training, swimming lessons, business licensing, animal control, etc.). We’ll open up feedback on more service areas over time.

Designed around four core service experience principles—Quality, Accessibility, Relevance, and Consistency—our survey will measure:

• Overall satisfaction with service received
• How easy it was to complete your interaction with us
• Whether the service was provided in a reasonable and expected timeframe
• How clear and useful the information or guidance was
• Whether the service you received met your needs

How We’ll Use Your Feedback

After the pilot concludes in June 2026, we will review the feedback to better understand the service experiences of the people who rely on us—what is working well, what feels challenging, and what service users may need from us moving forward.

Feedback from this survey will help us:

• Understand service users’ needs and expectations
• Identify opportunities to enhance how we deliver services and how people experience them
• Establish an early baseline of service experience across the pilot areas
• Consider whether service levels or service offerings may need adjustment in the future

These insights will also guide decisions about how the Customer Experience Survey approach may expand to other service areas and how it will align with future Customer Experience Improvement Strategy initiatives.

Frequently Asked Questions