2.2 Resident Satisfaction Engagement
Daily Operations Guide, Corporate Services
Haldimand County conducts a biennial Resident Satisfaction Survey to better understand community perceptions, measure satisfaction with municipal programs and services, and identify opportunities for continuous improvement and informed decision-making.
Details
| Key Consideration | Resident Satisfaction Engagement |
|---|---|
| Description | Biennial survey that measures resident satisfaction, identifies community priorities, and provides data to support service improvements and decision-making. |
| Work Plan Alignment | Conduct Biennial Resident Satisfaction Survey |
| Department | Corporate Services |
| Division | Customer Experience & Communications |
Why it matters
- Provides residents with a meaningful opportunity to share feedback on municipal services, programs and quality of life in Haldimand County.
- Measures public satisfaction and identifies emerging community priorities, concerns and service expectations.
- Provides evidence-based data to support Council decision-making, service improvements and resource allocation.
- Establishes performance benchmarks that allow the County to track trends and measure progress over time.
- Supports continuous improvement and helps ensure municipal services remain responsive to community needs.
Background
Haldimand County conducted its inaugural Resident Satisfaction Survey in 2022, providing residents with an opportunity to share their perspectives on quality of life, priority issues, and satisfaction with municipal services and programs. The results established baseline benchmarks that can be used to measure trends and performance over time.
To support ongoing measurement and continuous improvement, funding has been allocated to conduct the survey every two years. In 2024, Deloitte Canada was engaged to administer the 2024 and 2026 surveys. Each survey cycle includes a randomly selected telephone survey sample, complemented by an online public survey to provide all residents with an opportunity to participate.
Survey results are publicly reported and help inform corporate planning, service improvements and future decision-making.
Current status
The 2026 Resident Satisfaction Survey is complete.
- Telephone surveys were conducted by Deloitte Canada during August 2026.
- The online survey was available throughout September 2026.
- Survey results are currently being analyzed and reviewed with staff.
- A final report is anticipated to be presented to Council in Q1 2027.
Future considerations
Subject to future Council budget approval, Resident Satisfaction Surveys are expected to continue on a biennial basis, with the next survey scheduled for 2028.
Maintaining a consistent survey cycle allows the County to measure performance against established benchmarks, monitor changing community priorities, and support data-driven improvements to programs, services and the overall resident experience.
Council Orientation Guide 2026-2030
