The APC Division implemented an ongoing Customer Satisfaction Survey on 3/6/2020 for permitted customers after a permit is issued to them, in order to measure customer satisfaction with the program. The survey available answers/ratings are: 4 = strongly agree, 3 = agree, 2 = disagree, 1 = strongly disagree. The goal is to have customers satisfied with the program which is an agree or better satisfaction rating equal to a target of 3.00 up to a maximum of 4.00. The data is aggregated with all data each quarter. For example, data listed for 1st quarter 2024 ending 3/31/2024 represents all satisfaction survey data from 3/6/2020 - 3/31/2024.

Note: On 4/1/2024, the survey link sent to customers was found not working, so this may be the cause of not receiving survey responses from October 2023-January 2024. On 4/1/2024, staff were trained on how to retrieve a fresh link when sending surveys, to correct the issue.

In August 2024, Canton APC received our first customer satisfaction survey for permit program dissatisfied response. The dissatisfaction was related to timeliness of permit issuance for their permit which was applied for on 1/24/2022 and issued 932 days later on 8/12/2024. The dissatisfaction was related to communication between Canton APC and them, which is likely related to delay of work on the permit. The root cause of this timeliness issue is due to short staffing and staff turnover. This created a permit backlog which exceeds APC's staffing ability to get to all permits timely. Canton APC's action plan is to minimize the permit backlog to address this dissatisfaction by bringing staffing levels to full capacity and full competency. See Permit Issuance goals for more details.