Participant Satisfaction Survey – March 2021

User Satisfaction Icon

The Civil Resolution Tribunal anonymously surveys people who have gone through the tribunal process. We use this feedback to improve the way we serve the public. We report the cumulative results every month on this blog.

We had 49 responses to our satisfaction survey in March 2021. We’re pleased to report that participant satisfaction remains strong.

CRT Participant Satisfaction Aggregated Rates - March 2021
Professional: 94% agreed that CRT staff were professional in each interaction.
Easy to use: 92% felt the CRT's online services weren't difficult to use.
Informed: 84% agreed the CRT provided information that prepared them for dispute resolution.
Timely resolution: 78% felt their CRT dispute was handled in a timely manner.
Accessible: 88% didn't find the CRT process difficult to understand.
Fair treatment: 82% felt the CRT treated them fairly throughout the process.
73% would recommend the CRT to others.


Selected comments on what participants liked about their experience with the CRT:

  • I like the timeliness of the process and fairness to both parties.
  • Clear process, very skilled staff.
  • Much faster than small claims court, and not as onerous (filling in forms, going to courthouse, etc).


Selected comments on what the CRT could have done to improve their experience:

  • Because of the language communication barrier, it would be better if the CRT could arrange some Chinese service.

Posted by the CRT on April 13, 2021