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Service Excellence: Customer Survey

Welcome to the Town of Penetanguishene Customer Service Excellence Survey.

 

Thank you for taking the time to share your feedback with us. The Town of Penetanguishene is committed to delivering exceptional customer service, guided by our core values of timeliness, quality, professionalism, empathy and honesty. Your input is vital in helping us understand your experience and identify opportunities for improvement.

 

This short survey asks you to rate your most recent interaction/experience with the Town and provide comments or suggestions. Your responses are confidential and will be used to enhance our services for all residents and visitors.

 

We appreciate your participation and look forward to learning from your feedback.


Survey will close: April 1, 2026

1.  

Value:  Timeliness

Our services are delivered as promptly and efficiently as possible.  We will follow up with our customers to make sure inquiries receive the attention they require.

* required
The service was delivered in a timely manner.
Staff provided the service efficiently.
The Town followed up as necessary to ensure all information was provided.
Overall, I was satisfied with the timeliness of my experience.

Maximum 20,000 characters

0/20,000

3.  

Value:  Quality

 We seek to always provide accurate information.  We reach for solutions that work for the Town and Customer by working collaboratively across departments.

* required
Accurate and informative information was provided.
An appropriate solution/resolution was provided.
Overall, I was satisfied with the quality of my experience.

Maximum 20,000 characters

0/20,000

5.  

Value:  Professionalism

Staff are knowledgeable and professional with customers using an appropriate tone of voice and language that is positive and collaborative.

Staff were knowledgeable.
The situation was handled in a professional manner.
Overall, I was satisfied with the professionalism of my experience.

Maximum 20,000 characters

0/20,000

7.  

Value:  Honesty

 Acknowledging and understanding the customer’s needs, listening, and providing clear and transparent replies.

Staff acknowledged and understood my needs.
Staff listened to what I had to say and provided a clear and transparent response.
Overall, I was satisfied with the honesty and transparency of my experience.

Maximum 20,000 characters

0/20,000

9.  

Value:  Empathy

Customers are approached with empathy.  We seek to “step imaginatively into their shoes….understanding their feelings and perspectives and using that understanding to guide (our) actions” (Roman Krznaric).

I was approached with empathy and understanding.
Staff made an effort to understand my situation and offered support.
The interaction left me feeling valued and respected.
Overall, I was satisfied with the empathy shown by Town staff during my experience.

Maximum 20,000 characters

0/20,000

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