City of Cranbrook

April 19, 2017

City Launches Customer Service Survey to Help Improve Overall Service Levels

Cranbrook, BC (April 19, 2017) – A key priority for the City of Cranbrook is to become much more customer focused and improve its customer service.  In order to help the City better understand what our residents experience, the City has launched a short customer service survey.

The survey will help the City gauge what the current level of customer service satisfaction is based on feedback from our customers.  The City will use the survey data collected to better understand any issues or concerns; highlight positive achievements and lay the foundation for better customer service across the organization.

The City’s customer service mandate is to have staff available to answer your calls live 95 percent of the time.  This is to reduce the number of voicemails being left while being able to respond to those voicemails within a 15 minute period.   Our mandate also strives to have front-line staff be able to answer the majority of general public questions right away and minimize the bouncing of calls between multiple City staff.

The short six question survey is available online through the City of Cranbrook website @

Residents without access to a computer or without internet service; paper copies of the survey are available for pick up at City Hall, the Cranbrook Public Library and the Leisure Services desk at Western Financial Place.

The survey will be available until 4:30pm on Friday May 19, 2017.

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