FAQs
- Create a more consistent experience across all departments and channels
- Make it easier for people to access information and services
- Improve how the City communicates and responds to residents
- Identify and address common challenges and pain points
- Support continuous improvement based on feedback and data
- Set clearer service standards for how people should experience City services
- Completing surveys,
- Sharing your ideas
- Sharing a story about your experience
- Joining a customer journey mapping workshop
- Participating in in-person listening activities, where available
What is a Customer Experience Strategy?
A Customer Experience (CX) Strategy is a plan to improve how people experience interactions with the City. It sets a clear, consistent approach to how the City communicates and connects with residents and outlines practical steps to make those experiences easier, more reliable and more user-friendly over time.
The strategy will help the City:
Why is the City doing this work?
The City of Hamilton is committed to improving how residents and businesses experience their interactions across all channels. The strategy will establish a shared vision for creating more accessible, consistent and user-friendly experience across our channels and services, regardless of how residents choose to interact with the City.
As the community grows and expectations change, it is important for the City to take a coordinated, city-wide approach to customer experience. This work will help identify what is working well, where challenges exist and how to make meaningful improvements that enhance trust, accessibility and overall satisfaction for everyone who interacts with the City.
How can I participate?
You can get involved by:
How will my feedback be used?
Your feedback will play an important role in shaping the Customer Experience Strategy and future improvements. It will be used to understand what is working well, where people are facing challenges and what matters most when interacting with the City.
The City will review and analyze all input to identify common themes, trends and priority areas for improvement. This will help inform decisions, set service standards and guide practical changes to improve the overall customer experience. Feedback will also support ongoing monitoring and continuous improvement, ensuring the City continues to respond to the evolving needs of the community over time.
The City will report back on what was heard and explain how feedback helped inform the Customer Experience Strategy.
Will there be updates?
Yes. Updates, findings and opportunities to participate will be shared on this page throughout the project.
The City will also share key themes from the engagement process and provide updates as the Strategy is developed.