Website Satisfaction: Surrey.ca

Consultation has concluded


We introduced the Surrey.ca Website Satisfaction Survey to help make our website, surrey.ca, better over time. Thank you for sharing your thoughts and experiences.

We asked how well it has been going for you.

  • Are you able to find what you need?
  • Is the information on the website helpful?
  • Do our online services help you do what you need to do?
  • Has your use of surrey.ca changed since the start of COVID-19?

In October 2021, more than 900 people responded to the Survey. If you missed the survey but would still like to share feedback with us, use our Website Feedback form or leave us a message in our Guestbook below. We also plan to build a tool available on each page of surrey.ca to collect feedback, in addition to this annual survey.

We’ll use feedback from the survey to help inform upcoming website projects and prioritize improvements.

Highlights

Results show that compared to the previous surrey.ca, content has been streamlined and is easier to understand. The design makes it easier to find and see content.  

The top three reasons for visiting surrey.ca were: 

  • To find out about city parks or facilities 
  • To register for or learn about recreation programs 
  • To learn about city events and programs
  • To learn what's happening around me

Overall satisfaction with surrey.ca:

  • Satisfied or better: 69%
  • Neutral: 16%
  • Dissatisfied or worse: 15%

Planned Improvements

Several website improvements are already underway, with more for the next year, too. The feedback from the survey has outlined the improvements which will be key priorities. They include:

Accessibility Improvements

Results indicate we can still improve in certain areas, especially around making information more accessible. Concerns in this area include: 

  • Difficulty in navigating to registration for programs, and getting details of classes once signed up 
  • Not being able to find information easily 
  • Difficulty with font size and legibility, and lack of speech-to-text functionality 

A wide range of accessibility improvements are happening on surrey.ca right now, in line with the World Wide Web Consortium (W3C) Web Content Accessibility Guidelines. We are working on six types of improvements, with a targeted completion of December 2022, as we strive towards WCAG 2.1 Level AA compliance.

Web pages are being styled and built using best practices to ensure all users, regardless of physical or cognitive abilities.

Technological improvements will also provide keyboard and screen reader users with easier access to content. Our team is working to ensure users can easily locate and move between key areas of information on the page by adding more interactive page elements and visual media content that uses meaningful descriptions, captions and labels. Learn more about website accessibility.

Activities Registration

A new custom search tool for activities and registration will be available soon. This involves better integrating our Parks, Recreation & Culture Management System with our website. Our goal is to improve performance – so you can find programs easier and load results faster. The new search tool will also have new features including:

  • Filter search for either Drop-In activities or Recurring Program/Classes
  • Save personalized searches for each family member for quicker retrieval of favourite programs
  • Show only classes with available spots or include classes that have waitlists
  • New search tool works equally well on desktop, laptop, tablet, phone.

Finding Council Information

What we heard:

For users who access the site regularly, finding Council information and proceedings can be challenging.

What we plan to do:

There are improvements coming that will improve access to Council information:

  • Consolidate information on Council meetings to reduce effort to find relevant content including video and upcoming items.
  • Add ability to see a list of Corporate Reports, Council Documents or Planning Reports by year.

MySurrey Accounts

We are launching a new MySurrey feature that will give users better control over their account profile. New functionality will allow account holders to update their personal contact information (name, email, phone number) to provide flexibility and control if this personal information changes.

Feedback from the survey will be included in the changes.

Search Enhancements

What we heard:

  • Search is working well, but could use some small improvements
  • Too many results come up, and often unrelated documents (eg PDFs) come up in results.
  • Setting filter to search to webpages, then allow user to choose other filter options (Leg Docs or PDFs) if wanted
  • Make it easier to refine search results.

What we plan to do:

Search enhancements are coming to the surrey.ca/search page in 2022.

  • The tool will soon suggest best matches or “best bets” for related content based on common topics or areas of interest. Our search enhancements will also give users better control on how to filter and find the results they need.
  • Custom filter Improvements to the custom filters, to display only web pages by default.

Forms

We are working on standardizing the look, feel and function of our web forms. This means ensuring every type of form follows best practices for accessibility and usability. We are also creating more fully integrated forms on surrey.ca to reduce reliance on embedded widgets and external tools.

Homepage Refresh

We are refreshing the surrey.ca homepage to improve the mobile experience. This means adding more colour, bolder images, and more featured content.

Background

Surrey.ca is the City’s primary digital channel and source of information, receiving over 4 million visits in 2020. During COVID-19, surrey.ca has been a particularly valuable source of information, providing residents and businesses with:

  • Access to a wide range of online city services;
  • News and updates;
  • Online resources;
  • Online entertainment;
  • Virtual tours and programming; and
  • Virtual public engagement opportunities.

This has demonstrated the importance of a continued shift and emphasis on digital communication and service delivery. In September 2020, the City of Surrey launched a new surrey.ca with several enhanced customer features, including: easier to find content, better connections to MySurrey accounts, an improved navigation and menu; and a vibrant new look.

The Website Improvement Project also moved the City’s website onto a modern open-source Content Management System.


We introduced the Surrey.ca Website Satisfaction Survey to help make our website, surrey.ca, better over time. Thank you for sharing your thoughts and experiences.

We asked how well it has been going for you.

  • Are you able to find what you need?
  • Is the information on the website helpful?
  • Do our online services help you do what you need to do?
  • Has your use of surrey.ca changed since the start of COVID-19?

In October 2021, more than 900 people responded to the Survey. If you missed the survey but would still like to share feedback with us, use our Website Feedback form or leave us a message in our Guestbook below. We also plan to build a tool available on each page of surrey.ca to collect feedback, in addition to this annual survey.

We’ll use feedback from the survey to help inform upcoming website projects and prioritize improvements.

Highlights

Results show that compared to the previous surrey.ca, content has been streamlined and is easier to understand. The design makes it easier to find and see content.  

The top three reasons for visiting surrey.ca were: 

  • To find out about city parks or facilities 
  • To register for or learn about recreation programs 
  • To learn about city events and programs
  • To learn what's happening around me

Overall satisfaction with surrey.ca:

  • Satisfied or better: 69%
  • Neutral: 16%
  • Dissatisfied or worse: 15%

Planned Improvements

Several website improvements are already underway, with more for the next year, too. The feedback from the survey has outlined the improvements which will be key priorities. They include:

Accessibility Improvements

Results indicate we can still improve in certain areas, especially around making information more accessible. Concerns in this area include: 

  • Difficulty in navigating to registration for programs, and getting details of classes once signed up 
  • Not being able to find information easily 
  • Difficulty with font size and legibility, and lack of speech-to-text functionality 

A wide range of accessibility improvements are happening on surrey.ca right now, in line with the World Wide Web Consortium (W3C) Web Content Accessibility Guidelines. We are working on six types of improvements, with a targeted completion of December 2022, as we strive towards WCAG 2.1 Level AA compliance.

Web pages are being styled and built using best practices to ensure all users, regardless of physical or cognitive abilities.

Technological improvements will also provide keyboard and screen reader users with easier access to content. Our team is working to ensure users can easily locate and move between key areas of information on the page by adding more interactive page elements and visual media content that uses meaningful descriptions, captions and labels. Learn more about website accessibility.

Activities Registration

A new custom search tool for activities and registration will be available soon. This involves better integrating our Parks, Recreation & Culture Management System with our website. Our goal is to improve performance – so you can find programs easier and load results faster. The new search tool will also have new features including:

  • Filter search for either Drop-In activities or Recurring Program/Classes
  • Save personalized searches for each family member for quicker retrieval of favourite programs
  • Show only classes with available spots or include classes that have waitlists
  • New search tool works equally well on desktop, laptop, tablet, phone.

Finding Council Information

What we heard:

For users who access the site regularly, finding Council information and proceedings can be challenging.

What we plan to do:

There are improvements coming that will improve access to Council information:

  • Consolidate information on Council meetings to reduce effort to find relevant content including video and upcoming items.
  • Add ability to see a list of Corporate Reports, Council Documents or Planning Reports by year.

MySurrey Accounts

We are launching a new MySurrey feature that will give users better control over their account profile. New functionality will allow account holders to update their personal contact information (name, email, phone number) to provide flexibility and control if this personal information changes.

Feedback from the survey will be included in the changes.

Search Enhancements

What we heard:

  • Search is working well, but could use some small improvements
  • Too many results come up, and often unrelated documents (eg PDFs) come up in results.
  • Setting filter to search to webpages, then allow user to choose other filter options (Leg Docs or PDFs) if wanted
  • Make it easier to refine search results.

What we plan to do:

Search enhancements are coming to the surrey.ca/search page in 2022.

  • The tool will soon suggest best matches or “best bets” for related content based on common topics or areas of interest. Our search enhancements will also give users better control on how to filter and find the results they need.
  • Custom filter Improvements to the custom filters, to display only web pages by default.

Forms

We are working on standardizing the look, feel and function of our web forms. This means ensuring every type of form follows best practices for accessibility and usability. We are also creating more fully integrated forms on surrey.ca to reduce reliance on embedded widgets and external tools.

Homepage Refresh

We are refreshing the surrey.ca homepage to improve the mobile experience. This means adding more colour, bolder images, and more featured content.

Background

Surrey.ca is the City’s primary digital channel and source of information, receiving over 4 million visits in 2020. During COVID-19, surrey.ca has been a particularly valuable source of information, providing residents and businesses with:

  • Access to a wide range of online city services;
  • News and updates;
  • Online resources;
  • Online entertainment;
  • Virtual tours and programming; and
  • Virtual public engagement opportunities.

This has demonstrated the importance of a continued shift and emphasis on digital communication and service delivery. In September 2020, the City of Surrey launched a new surrey.ca with several enhanced customer features, including: easier to find content, better connections to MySurrey accounts, an improved navigation and menu; and a vibrant new look.

The Website Improvement Project also moved the City’s website onto a modern open-source Content Management System.

Consultation has concluded

Do you watch videos embedded on webpages?

Yes, definitely
36%
Sometimes
44%
No, I open them in YouTube
7%
No, I never watch them
13%
Total Votes : 61
Vote