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TO: |
Mayor and Council |
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FROM: |
Barbara M. Roth, Director, Recreation and Culture
Services |
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PREPARED BY: |
Lori Wells, Manager, Programs |
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DATE OF MEETING: |
2004-May-10 |
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SUBJECT: |
Summer Day Camps - 2003 Customer Satisfaction Survey
Results |
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RECOMMENDATION:
THAT the report entitled “Summer Day Camps – 2003 Customer Satisfaction
Survey Results” be received as information.
PURPOSE:
The purpose of this report is to present to Council the findings of the
Customer Satisfaction Survey that was conducted town-wide in July 2003 – Session
Five.
BACKGROUND:
In 2002, Program staff set
the objective to measure customer satisfaction.
In order to accomplish their objective, it was necessary to develop a
customer satisfaction survey. Rick
Dominico, Manager of Corporate Quality was consulted throughout the survey
development and implementation.
In October 2002, a Focus
Group comprised of customers from all four communities in
The survey was conducted in
July 2003 and a total of 178 surveys were received. The analysis of the data was consistent in
identifying that:
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86% of our customers are “extremely satisfied” with the services and
components of the day camps we offer.
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Overall 86% of the customers are “extremely satisfied” with the
services provided by day camps; however, our goal is to continuously improve
our service to our participants
Overall, the
results of the survey were very positive with very few gaps identified in
service. However, there was only an eight percent return rate of the survey
with a high percentage of the responses coming from the participants in the
Kiddies Korner and Sports Camp in the Unionville Area. Both Kiddies Korner and
Sports camp have somewhat skewed the responses on two questions.
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3 a.
- Before and After Care on site
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3 b.
- Availability of Bussing
Both
of these services are not available for these camps, therefore, the level of
satisfaction with these services far exceeded the level of importance.
The following
are the gaps identified and the actions for improvement:
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Gaps |
Action |
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1 c. The camp provides adequate instructor to
participant ratio. |
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Review camp capacities ·
Review the distribution of volunteers, Leaders in
Training, and Counsellors in Training at all camps to ensure they are being
utilized. |
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2 b. The camp leaders are attentive to the
participants. |
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Review with staff the importance of the principles of
High Five – Healthy Child Development and importance of staff being child
focused. |
Additional gaps
in service were identified on an area basis, however no results were extracted
for the Thornhill Area due to the extremely low return rate for that area, (see
Appendix B) .The following are the gaps identified and the actions for
improvement:
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Gaps |
Area |
Action |
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1 e. The camps
are offered at convenient times |
Milliken |
· Need to
further analyze the times the service is available to what the customer
requires. |
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2 a. The camp
leaders are knowledgeable |
Milliken |
· Introduce
staff through camp newsletter highlight qualifications and promote to parents
to ask questions? |
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2 c. The camp
leaders are friendly |
Milliken, Unionville |
· Review the
importance of greeting customer and increase customer service training |
OPTIONS/DISCUSSION:
Staff will be addressing how
we can increase the response rate town-wide with future surveys; however, staff
will continue to use the results of the survey to guide our operations in
setting the annual objectives for camps.
Overall, the goal is to continually improve services to our customers
through the delivery of quality camps.
The design of the survey is
such that it can be repeated and a comparative analysis of the results can be
done. The survey will be repeated in 2005.
ATTACHMENTS:
Appendix
A – Results of Camps Customer Satisfaction Survey
Appendix
B - Results of Camps Customer Satisfaction Survey by Area
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Barbara M. Roth, Director, Recreation and Culture Services |
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Jim Sales, Commissioner of Community and Fire Services |
Q:\Recreation\SURVEYS\2003CampSurveyResults.doc
