Access St. John's Survey Shows High Level of Satisfaction

Friday, February 03, 2012 - 1:00 AM

The fifth annual Access St. John's Client Satisfaction Survey Results report shows that residents and businesses continue to have a positive experience when using Access St. John's.

The report, which was prepared by Sagacity Consulting Inc. an independent consultant, looked at five key drivers of service quality:

• Timeliness
• Knowledge/competence
• Courtesy/comfort
• Fair treatment
• Outcome

Average ratings in the five categories for Access St. John's were very high with ratings ranging from 8.7 to 9.0 on a 10-point scale. In fact, 84 per cent of clients contacted indicated that the service they had received by Access St. John's met or exceeded their expectations.

"We hire an independent consultant each year to conduct this survey because we feel it is important to ensure that Access St. John's is meeting the needs of the community," says Mayor Dennis O'Keefe. "This report clearly says that we are heading in the right direction."

The City has a number of initiatives scheduled for 2012 that will enhance the service provided to residents and businesses by Access St. John's. The new City of St. John's website is in the final stages of development and will include a new customer service interface for the registration of requests for service which will also allow clients to track the status of their requests online. The City will also look at improving the management procedure for incoming calls to the Call Centre to improve response times.

"This report gives us some direction on how we can improve our services to the public and we are always looking for ways we can better serve our citizens and the business community," says Mayor O'Keefe. "We already have plans in place to make it even easier for residents to use Access St. John's and I hope residents continue to use this service and let us know how we are doing."

Access St. John's is the City's one-stop point of contact for City services. Residents and businesses can contact the Access St. John's Call Centre by phone 24 hours a day at 311 or 754-CITY (2489), online at or in person at the Access St. John's Counter on the first floor of City Hall 8:30 a.m. to 5 p.m. daily.

For further information:
Jennifer Mills
Communications Officer
City of St. John's
Phone: (709) 570-2037
Cell: (709) 690-7586

Dennis O'Keefe
City of St. John's
Phone: (709) 576-8477