Participant Satisfaction Survey – November 2020

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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 52 responses to our satisfaction survey in November 2020. We’re pleased to report that participant satisfaction remains strong.

CRT Participant Satisfaction Aggregated Rates - November 2020
Professional: 98% agreed that CRT staff were professional in each interaction.
Easy to use: 82% felt the CRT's online services weren't difficult to use.
Informed: 83% agreed the CRT provided information that prepared them for dispute resolution.
Timely resolution: 81% felt their CRT dispute was handled in a timely manner.
Accessible: 82% didn't find the CRT process difficult to understand.
Fair treatment: 88% felt the CRT treated them fairly throughout the process.
88% would recommend the CRT to others.


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

  • I was very impressed by this economical and efficient process the province has set up. While it’s obviously not a for-profit service, I do think the minor fee was very reasonable. I was pleased to see that I didn’t need to go to small claims court… Let’s keep the courts reserved for items that truly need the courts, and keep this minor civil dispute stuff into facilitated resolution. I love it!
  • The online application was easy.
  • I enjoyed dealing with the case manager and the other staff I spoke to – everyone was very friendly and helpful.


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

  • The only item that I found a bit confusing was the auto-response emails. I had a bit of a technical glitch where I thought I had provided all the information into the online forms, yet it didn’t save correctly or said it was missing information. …In the end I just emailed it and it all worked out fine.
  • Make it easier to upload files.
  • Better information on how an applicant goes through each step – perhaps video tutorials.

Posted by the CRT on December 1, 2020