Participant Satisfaction Survey – September 2021

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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 37 responses to our satisfaction survey in September 2021. We’re pleased to report that participant satisfaction remains strong.

CRT Participant Satisfaction Aggregated Rates - September 2021
Professional: 94% agreed that CRT staff were professional in each interaction.
Easy to use: 86% felt the CRT's online services weren't difficult to use.
Informed: 78% agreed the CRT provided information that prepared them for dispute resolution.
Timely resolution: 75% felt their CRT dispute was handled in a timely manner.
Accessible: 86% didn't find the CRT process difficult to understand.
Fair treatment: 89% felt the CRT treated them fairly throughout the process.
75% would recommend the CRT to others.


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

  • Process is transparent, fair, least cost.
  • It is very accessible for anyone.
  • That it’s all done online.
  • Very quick process and easy.
  • CRT provides detailed information on dispute process and CRT staff are knowledgeable and very helpful in solving the dispute.


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

  • Reduce time to decision.
  • The online application was difficult for me.

Posted by the CRT on October 4, 2021