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Resident surveys confirm high level of satisfaction with Regional programs and customer service

May 24, 2018
Arial shot of Oakville Ontario, near Sheridan campus
Oakville neighbourhood near Sheridan campus
“The Service Optimization Survey helps us understand what issues are top of mind for Halton residents. We use this information both at a staff level and in Council to guide decisions that are made about Regional programs and services. I’m proud that we have achieved a high rating of satisfaction for Regional programs and services of 97 per cent—this is 23 per cent higher than the provincial average, which is a testament to the hard work and dedication of our staff and Council.”
— Gary Carr - Halton Regional Chair

Resident surveys confirm high level of satisfaction with Regional programs and customer service

May 24, 2018

Residents rated their quality of life in Halton very high at 98 per cent and their satisfaction with the quality of Regional services at 97 per cent in a recent survey conducted by Pollara Strategic Insights on behalf of Halton Region. The survey, conducted in November 2017, also identified priority issues for residents including traffic/congestion, infrastructure/roads, growth and development, and transportation.

The survey results also provide insight to the type of Regional services that are most important to our residents including:

  • quality of drinking water;
  • waste management services;
  • planning and maintenance of infrastructure;
  • sewage treatment and disposal;
  • preservation of natural heritage;
  • health promotion and protection; and
  • Paramedic Services.

In addition to the Service Optimization Survey, Halton Region’s call centre, Access Halton, conducts annual customer satisfaction surveys with the Service Quality Management Group (SQM) to ensure it continues to meet the needs of residents. SQM is a leader in measuring customer service. A December 2017 survey indicated that 92 per cent of callers were very satisfied with their call centre experience and 93 per cent of callers were very satisfied with their customer service representative. Access Halton was recognized for excellence in customer service as the recipient for the “Highest Customer Satisfaction Award” for the government sector by SQM in 2017.

To learn more about Regional programs and services, please visit

The Regional Municipality of Halton serves more than 550,000 residents in the City of Burlington, the Town of Halton Hills, the Town of Milton, and the Town of Oakville. Halton Region is committed to meeting the needs of its residents through the delivery of cost-effective, quality programs and services, including water and wastewater; Regional roads and planning; paramedic services; waste management; public health; social assistance; children’s and seniors’ services; housing services; heritage programs; emergency management and economic development. For more information, call 311 or visit Halton Region’s website at


Media Contact:
Robert  Hunter
Communications Specialist
Policy Integration and Communications
905-825-6000, ext.7064