Engage Kitchener User and Privacy Guidelines

We’d like to learn more about your experiences with the City of Kitchener. Think of a recent transaction or experience you had with the City.

What was the nature of your transaction?

Registered for a program at a community centre or pool


How did we meet your expectations during this transaction?
Met my expectations


We’ve heard from citizens that it’s important for City staff to make every effort to address your needs. What does that mean to you?
Select your top 3 answers.
Getting the answers you need the first time, Receiving confirmation that your inquiry was addressed, Staff working with you to find a creative solution when necessary


If you completed any of these services online with the City of Kitchener in the last year, please tell us how satisfied you were with the experience (1 = very satisfied and 4 = very dissatisfied). If you did not access a service online in the last year, select N/A.



Is there anything we could improve about your online experience(s)? Select all that apply.
Make services easier to find on the website or app, Reduce number of steps required to complete an online service


Are there any City services you’d like to be able to access online through our website or app that aren’t currently available? Select all that apply.
Pay for hourly parking, Buy swimming passes, View City facility rental availability (rinks, community centres, City Hall rotunda), Pay for City facility rentals, Rent City sports fields, Pay for building permits, Pay green fees or equipment rentals at City golf courses (Doon Valley, Rockway), Access and submit all City application forms (planning, licenses), Track location of snow plows during snow event


Rate these processes on a scale where 1= easy (no red tape or barriers) to 5 = frustrating (lots of red tape of barriers). If you haven’t used the service in the last year, please select N/A.



If you have experienced frustration when accessing City services and programs, please tell us your top 3 reasons why it was frustrating.
The services I want are not online, Not receiving confirmation that my service request has been received/acted on


If it was offered, how likely would you be to do the following at the community centre in your neighbourhood (1 = very likely and 4 = not at all likely)?



What would be your preferred method to access and/or complete the following services?



When you have a question or want to report an issue, how would you most like to connect with us?



In the last year, have you submitted a complaint or reported a problem to the City?
Yes


How did you submit your complaint or report a problem?
Phone


How satisfied were you with the response?
Very satisfied


In the last year, did you visit Kitchener City Hall to access a City service?
No


Why didn't you visit City Hall in the last year?
I have no need to go to City Hall

We’d like to learn more about your experiences with the City of Kitchener. Think of a recent transaction or experience you had with the City.

What was the nature of your transaction?

I haven’t had a recent transaction with the City


We’ve heard from citizens that it’s important for City staff to make every effort to address your needs. What does that mean to you?
Select your top 3 answers.
Getting the answers you need the first time, Dealing with knowledgeable staff, Staff taking the time to explain what will be done and why


If you completed any of these services online with the City of Kitchener in the last year, please tell us how satisfied you were with the experience (1 = very satisfied and 4 = very dissatisfied). If you did not access a service online in the last year, select N/A.



Is there anything we could improve about your online experience(s)? Select all that apply.
No improvement needed


Are there any City services you’d like to be able to access online through our website or app that aren’t currently available? Select all that apply.
Access and submit all City application forms (planning, licenses), Track location of snow plows during snow event


Rate these processes on a scale where 1= easy (no red tape or barriers) to 5 = frustrating (lots of red tape of barriers). If you haven’t used the service in the last year, please select N/A.



If you have experienced frustration when accessing City services and programs, please tell us your top 3 reasons why it was frustrating.
Not applicable


If it was offered, how likely would you be to do the following at the community centre in your neighbourhood (1 = very likely and 4 = not at all likely)?



What would be your preferred method to access and/or complete the following services?



When you have a question or want to report an issue, how would you most like to connect with us?



In the last year, have you submitted a complaint or reported a problem to the City?
No


In the last year, did you visit Kitchener City Hall to access a City service?
No


Why didn't you visit City Hall in the last year?
Inconvenient to come downtown, I have no need to go to City Hall

We’d like to learn more about your experiences with the City of Kitchener. Think of a recent transaction or experience you had with the City.

What was the nature of your transaction?

Other - Attended a Workshop on Wheels Bike Infrastructure ride.


How did we meet your expectations during this transaction?
Exceeded my expectations


What helped this transaction or experience exceed your expectations?
The cyclists from the city were interested in and accepted ideas and mild criticism from the riders who took part.


We’ve heard from citizens that it’s important for City staff to make every effort to address your needs. What does that mean to you?
Select your top 3 answers.
Dealing with knowledgeable staff, Staff taking the time to explain what will be done and why, Staff working with you to find a creative solution when necessary


If you completed any of these services online with the City of Kitchener in the last year, please tell us how satisfied you were with the experience (1 = very satisfied and 4 = very dissatisfied). If you did not access a service online in the last year, select N/A.



Is there anything we could improve about your online experience(s)? Select all that apply.
No improvement needed


Are there any City services you’d like to be able to access online through our website or app that aren’t currently available? Select all that apply.
View City facility rental availability (rinks, community centres, City Hall rotunda), Pay for City facility rentals, Track location of snow plows during snow event


Rate these processes on a scale where 1= easy (no red tape or barriers) to 5 = frustrating (lots of red tape of barriers). If you haven’t used the service in the last year, please select N/A.



If you have experienced frustration when accessing City services and programs, please tell us your top 3 reasons why it was frustrating.
Not applicable


In your experience, what processes or rules (red tape) could we change or remove to make using City services easier for you?
On the account of noise exemptions this is great! Unfortunately earlier this year I helped get one of these exemptions and the people I spoke to at the City did not know of this new process. I did have great service and the exemption was in place but everyone I spoke to thought it was going to be a long process going through the Council.

Thanks

Mike


If it was offered, how likely would you be to do the following at the community centre in your neighbourhood (1 = very likely and 4 = not at all likely)?



What would be your preferred method to access and/or complete the following services?



When you have a question or want to report an issue, how would you most like to connect with us?



In the last year, have you submitted a complaint or reported a problem to the City?
No


In the last year, did you visit Kitchener City Hall to access a City service?
No


Why didn't you visit City Hall in the last year?
I have no need to go to City Hall

We’d like to learn more about your experiences with the City of Kitchener. Think of a recent transaction or experience you had with the City.

What was the nature of your transaction?

Applied for or renewed a business license


How did we meet your expectations during this transaction?
Exceeded my expectations


What helped this transaction or experience exceed your expectations?
The staff are awesome!!! Friendly and really make your day with their great service


We’ve heard from citizens that it’s important for City staff to make every effort to address your needs. What does that mean to you?
Select your top 3 answers.
Dealing with knowledgeable staff, Staff taking the time to explain what will be done and why, Staff working with you to find a creative solution when necessary


If you completed any of these services online with the City of Kitchener in the last year, please tell us how satisfied you were with the experience (1 = very satisfied and 4 = very dissatisfied). If you did not access a service online in the last year, select N/A.



Is there anything we could improve about your online experience(s)? Select all that apply.
Provide confirmation that my request or inquiry has been received/addressed


Are there any City services you’d like to be able to access online through our website or app that aren’t currently available? Select all that apply.
Pay for hourly parking, View City facility rental availability (rinks, community centres, City Hall rotunda), Pay green fees or equipment rentals at City golf courses (Doon Valley, Rockway), Access and submit all City application forms (planning, licenses)


Rate these processes on a scale where 1= easy (no red tape or barriers) to 5 = frustrating (lots of red tape of barriers). If you haven’t used the service in the last year, please select N/A.



Was there a specific experience with the City that you found particularly frustrating? If so, what was it and why? Please be as specific as possible.
Have never found any experience frustrating dealing with the City.


In your experience, what processes or rules (red tape) could we change or remove to make using City services easier for you?
None that I am able to think of.


If it was offered, how likely would you be to do the following at the community centre in your neighbourhood (1 = very likely and 4 = not at all likely)?



What would be your preferred method to access and/or complete the following services?



When you have a question or want to report an issue, how would you most like to connect with us?



In the last year, have you submitted a complaint or reported a problem to the City?
No


In the last year, did you visit Kitchener City Hall to access a City service?
Yes


Which of the following services did you complete or access by visiting Kitchener City Hall? Select all that apply.
Pay a tax or utility bill, Apply for or renew a business license, Apply or pay for a building permit, Meet with City staff about an issue or to get information


What could we improve about your City Hall experience(s)? Select all that apply.
Other - no issues, pretty easy to find what I needed.

We’d like to learn more about your experiences with the City of Kitchener. Think of a recent transaction or experience you had with the City.

What was the nature of your transaction?

Booked a tee time at a City golf course (Doon Valley, Rockway)


How did we meet your expectations during this transaction?
Met my expectations


We’ve heard from citizens that it’s important for City staff to make every effort to address your needs. What does that mean to you?
Select your top 3 answers.
Getting service in a reasonable amount of time, Dealing with knowledgeable staff, Staff working with you to find a creative solution when necessary


If you completed any of these services online with the City of Kitchener in the last year, please tell us how satisfied you were with the experience (1 = very satisfied and 4 = very dissatisfied). If you did not access a service online in the last year, select N/A.



Is there anything we could improve about your online experience(s)? Select all that apply.
Provide live support if I need help on the website or app


Are there any City services you’d like to be able to access online through our website or app that aren’t currently available? Select all that apply.
Track location of snow plows during snow event


Rate these processes on a scale where 1= easy (no red tape or barriers) to 5 = frustrating (lots of red tape of barriers). If you haven’t used the service in the last year, please select N/A.



If you have experienced frustration when accessing City services and programs, please tell us your top 3 reasons why it was frustrating.
Not applicable


If it was offered, how likely would you be to do the following at the community centre in your neighbourhood (1 = very likely and 4 = not at all likely)?



What would be your preferred method to access and/or complete the following services?



When you have a question or want to report an issue, how would you most like to connect with us?



In the last year, have you submitted a complaint or reported a problem to the City?
No


In the last year, did you visit Kitchener City Hall to access a City service?
No


Why didn't you visit City Hall in the last year?
I have no need to go to City Hall

We’d like to learn more about your experiences with the City of Kitchener. Think of a recent transaction or experience you had with the City.

What was the nature of your transaction?

I haven’t had a recent transaction with the City


We’ve heard from citizens that it’s important for City staff to make every effort to address your needs. What does that mean to you?
Select your top 3 answers.
Getting the answers you need the first time, Dealing with knowledgeable staff, Staff working with you to find a creative solution when necessary


If you completed any of these services online with the City of Kitchener in the last year, please tell us how satisfied you were with the experience (1 = very satisfied and 4 = very dissatisfied). If you did not access a service online in the last year, select N/A.



Is there anything we could improve about your online experience(s)? Select all that apply.
Provide confirmation that my request or inquiry has been received/addressed


Are there any City services you’d like to be able to access online through our website or app that aren’t currently available? Select all that apply.
Buy swimming passes, View City facility rental availability (rinks, community centres, City Hall rotunda), Pay for City facility rentals


Rate these processes on a scale where 1= easy (no red tape or barriers) to 5 = frustrating (lots of red tape of barriers). If you haven’t used the service in the last year, please select N/A.



If you have experienced frustration when accessing City services and programs, please tell us your top 3 reasons why it was frustrating.
Lack of response to my questions by phone


If it was offered, how likely would you be to do the following at the community centre in your neighbourhood (1 = very likely and 4 = not at all likely)?



What would be your preferred method to access and/or complete the following services?



When you have a question or want to report an issue, how would you most like to connect with us?



In the last year, have you submitted a complaint or reported a problem to the City?
Yes


How did you submit your complaint or report a problem?
Phone


How satisfied were you with the response?
Satisfied


In the last year, did you visit Kitchener City Hall to access a City service?
No


Why didn't you visit City Hall in the last year?
Inconvenient to come downtown

We’d like to learn more about your experiences with the City of Kitchener. Think of a recent transaction or experience you had with the City.

What was the nature of your transaction?

I haven’t had a recent transaction with the City


We’ve heard from citizens that it’s important for City staff to make every effort to address your needs. What does that mean to you?
Select your top 3 answers.
Getting service in a reasonable amount of time, Staff taking the time to explain what will be done and why, Receiving confirmation that your inquiry was addressed


If you completed any of these services online with the City of Kitchener in the last year, please tell us how satisfied you were with the experience (1 = very satisfied and 4 = very dissatisfied). If you did not access a service online in the last year, select N/A.



Is there anything we could improve about your online experience(s)? Select all that apply.
Make services easier to find on the website or app, Provide live support if I need help on the website or app


Are there any City services you’d like to be able to access online through our website or app that aren’t currently available? Select all that apply.
View City facility rental availability (rinks, community centres, City Hall rotunda), Track location of snow plows during snow event


Rate these processes on a scale where 1= easy (no red tape or barriers) to 5 = frustrating (lots of red tape of barriers). If you haven’t used the service in the last year, please select N/A.



If you have experienced frustration when accessing City services and programs, please tell us your top 3 reasons why it was frustrating.
Not applicable


In your experience, what processes or rules (red tape) could we change or remove to make using City services easier for you?
I would like to be notified of the street cleaners schedule so that I can make sure there is no car parked in front of my house. I would like to be notified of the snow ploughs schedule too.


If it was offered, how likely would you be to do the following at the community centre in your neighbourhood (1 = very likely and 4 = not at all likely)?



What would be your preferred method to access and/or complete the following services?



When you have a question or want to report an issue, how would you most like to connect with us?



In the last year, have you submitted a complaint or reported a problem to the City?
No


In the last year, did you visit Kitchener City Hall to access a City service?
No


Why didn't you visit City Hall in the last year?
I have no need to go to City Hall

We’d like to learn more about your experiences with the City of Kitchener. Think of a recent transaction or experience you had with the City.

What was the nature of your transaction?

I haven’t had a recent transaction with the City


We’ve heard from citizens that it’s important for City staff to make every effort to address your needs. What does that mean to you?
Select your top 3 answers.
Getting service in a reasonable amount of time, Getting the answers you need the first time, Staff working with you to find a creative solution when necessary


If you completed any of these services online with the City of Kitchener in the last year, please tell us how satisfied you were with the experience (1 = very satisfied and 4 = very dissatisfied). If you did not access a service online in the last year, select N/A.



Is there anything we could improve about your online experience(s)? Select all that apply.
No improvement needed


Rate these processes on a scale where 1= easy (no red tape or barriers) to 5 = frustrating (lots of red tape of barriers). If you haven’t used the service in the last year, please select N/A.



If you have experienced frustration when accessing City services and programs, please tell us your top 3 reasons why it was frustrating.
Not applicable


If it was offered, how likely would you be to do the following at the community centre in your neighbourhood (1 = very likely and 4 = not at all likely)?



What would be your preferred method to access and/or complete the following services?



When you have a question or want to report an issue, how would you most like to connect with us?



In the last year, have you submitted a complaint or reported a problem to the City?
No


In the last year, did you visit Kitchener City Hall to access a City service?
No


Why didn't you visit City Hall in the last year?
I have no need to go to City Hall

We’d like to learn more about your experiences with the City of Kitchener. Think of a recent transaction or experience you had with the City.

What was the nature of your transaction?

I haven’t had a recent transaction with the City


We’ve heard from citizens that it’s important for City staff to make every effort to address your needs. What does that mean to you?
Select your top 3 answers.
Getting service in a reasonable amount of time, Getting the answers you need the first time, Dealing with knowledgeable staff


If you completed any of these services online with the City of Kitchener in the last year, please tell us how satisfied you were with the experience (1 = very satisfied and 4 = very dissatisfied). If you did not access a service online in the last year, select N/A.



Are there any City services you’d like to be able to access online through our website or app that aren’t currently available? Select all that apply.
Pay for hourly parking, Track location of snow plows during snow event


Rate these processes on a scale where 1= easy (no red tape or barriers) to 5 = frustrating (lots of red tape of barriers). If you haven’t used the service in the last year, please select N/A.



If you have experienced frustration when accessing City services and programs, please tell us your top 3 reasons why it was frustrating.
Not applicable


Was there a specific experience with the City that you found particularly frustrating? If so, what was it and why? Please be as specific as possible.
Road construction is often quite frustrating in the summers as multiple primary routes are often closed at the same time. This can lead to enormous amounts of traffic being funneled onto a single street. A perfect example of this was a couple of summers ago when multiple streets in the downtown area were under construction and all traffic had to use Water St. The lights at Water/Charles and Water/Joseph were not long enough to accommodate the extra traffic.


In your experience, what processes or rules (red tape) could we change or remove to make using City services easier for you?
Communicate and share these services with people online. Maybe send out reminders that these services exist.


If it was offered, how likely would you be to do the following at the community centre in your neighbourhood (1 = very likely and 4 = not at all likely)?



What would be your preferred method to access and/or complete the following services?



When you have a question or want to report an issue, how would you most like to connect with us?



In the last year, have you submitted a complaint or reported a problem to the City?
No


In the last year, did you visit Kitchener City Hall to access a City service?
No


Why didn't you visit City Hall in the last year?
I have no need to go to City Hall

We’d like to learn more about your experiences with the City of Kitchener. Think of a recent transaction or experience you had with the City.

What was the nature of your transaction?

Other - I emailed the mayor twice abour Abenstee landlords and he did not even acknowledge receiving them. Considering he doesn't report to anyone except on election day, I find this extermely poor service on his part. Is he so busy he cannot be bothered?


How did we meet your expectations during this transaction?
Did not meet


What could we have done to better meet your expectations?
A phone call from the mayor would have helped address the issue. I think because I live in a low income district, he couldn't be bothered.


We’ve heard from citizens that it’s important for City staff to make every effort to address your needs. What does that mean to you?
Select your top 3 answers.
Getting service in a reasonable amount of time, Getting the answers you need the first time, Receiving confirmation that your inquiry was addressed


If you completed any of these services online with the City of Kitchener in the last year, please tell us how satisfied you were with the experience (1 = very satisfied and 4 = very dissatisfied). If you did not access a service online in the last year, select N/A.



Is there anything we could improve about your online experience(s)? Select all that apply.
Provide confirmation that my request or inquiry has been received/addressed


Are there any City services you’d like to be able to access online through our website or app that aren’t currently available? Select all that apply.
Other - Have the mayor( who I consider "staff") return the taxpayers concerns.


Rate these processes on a scale where 1= easy (no red tape or barriers) to 5 = frustrating (lots of red tape of barriers). If you haven’t used the service in the last year, please select N/A.



If you have experienced frustration when accessing City services and programs, please tell us your top 3 reasons why it was frustrating.
Lack of response to my questions by website/social media, Lack of response to my questions by email, Not receiving confirmation that my service request has been received/acted on


In your experience, what processes or rules (red tape) could we change or remove to make using City services easier for you?
Have the mayor return concerns.


If it was offered, how likely would you be to do the following at the community centre in your neighbourhood (1 = very likely and 4 = not at all likely)?



What would be your preferred method to access and/or complete the following services?



When you have a question or want to report an issue, how would you most like to connect with us?



In the last year, have you submitted a complaint or reported a problem to the City?
Yes


How did you submit your complaint or report a problem?
Email


How satisfied were you with the response?
Very dissatisfied


What could we have done to improve the response you received?
Have the mayor return concerns


In the last year, did you visit Kitchener City Hall to access a City service?
No


Why didn't you visit City Hall in the last year?
I have no need to go to City Hall