The Capital Regional District provides an overall positive perspective for those living in the core areas, but many don’t know much about what the organization provides, according to a recent resident satisfaction survey conducted by Catapult.
The survey sought to measure what CRD residents value, their level of knowledge, awareness, trust and satisfaction of the CRD, and the desired role of digital services. The study done in November and December 2024 touched base with 402 residents representing the wider geography of the district and included 14 in-depth interviews.
The results show most residents have basic CRD knowledge (85.6 per cent), but lack deep understanding, with 27.4 per cent saying they could explain its services.
An awareness gap exists and serves as a barrier to public participation, the survey found.
Few participated in CRD public engagement opportunities in the past year, with 63.7 per cent citing lack of awareness as their main barrier to participation, while 21.6 per cent indicated time constraints.
Residents also show limited understanding of the CRD decision-making process, with 12 per cent feeling well-informed about the process and 49 per cent reported being slightly or not at all informed.
Salt Spring Island residents reported particularly low awareness, with over 50 per cent saying they had slight or no familiarity with CRD processes. Of residents surveyed, 47.8 per cent believe the CRD has a positive impact on the community, while 10.2 per cent perceive it negatively.
The numbers are heavily influenced by Core and West Shore responses, with negative impact reported by 38 per cent in Salt Spring Island, 20 per cent in Southern Gulf Islands, and 18 per cent in Saanich.
In the area of governmental trust, the CRD (53.5 per cent) edged ahead of both the province (52.5 per cent) and the feds (45.8 per cent). Frustration levels were lower, for the most part, but still saw the regional district ahead of B.C. and Canada.
Of those surveyed, 43.6 per cent were frustrated and 6.5 per cent angry, but that frustration saw an uptick when speaking with Salt Spring Island (66 per cent) and Southern Gulf Islands (55 per cent) residents. Saanich also showed 11 per cent of residents were angry.
Frustration levels for the province were 59.5 per cent with 15.2 per cent were angry, while the federal government saw 66.2 per cent frustration and 14.2 per cent angry.
In the credibility category, the CRD scored high in reliable service delivery (62.4% moderate to extremely effective), fair treatment (58.4% moderate to extremely effective) and overall performance (61.2% moderate to extremely effective).
Not surprisingly, parks (77.4 per cent) and recycling/landfill services (75.4 per cent) are the most widely used CRD services, with regional trails (61.7 per cent) following closely.
The survey also focused on information access and digital expectations, finding traditional support remains the most expected by residents. Most want phone (79.6 per cent) and email (73.9 per cent) support during business hours. Just shy of 19 per cent expect a 24/7 live chat. That said, 68.7 per cent of residents surveyed hadn't used any CRD support services in the past year, with self-help resources showing highest usage at 15.7 per cent.
Find the full survey on the April 2 agenda package at www.crd.ca.
