TOP-LINE REPORT
2010 Residential Property Owner Customer Survey
Prepared for:
Prepared by: Malatest & Associates Ltd.
June 2010
CONTENTS
SECTION 1: INTRODUCTION ................................................................ ................................................................... ...................................3 ...3 1.1
Project Background ................................................................................................... 3
1.2
Survey Objectives ....................................................................................................... 4
1.3
Survey Highlights ......................................................................................................... 5
1.4
Conclusions ................................................................................................................. 6
SECTION 2: METHODOLOGY ................................................................ ................................................................... ...................................8 ...8 2.1
Survey Design & Sample Development .................................................................. 8
2.2
Questionnaire Design & Survey Implementation ................................................... 8
2.3
Data Analysis & Reporting......................................................................................... 9
2.4
Sample Characteristics............................................................................................ 10
SECTION 3: CUSTOMER SERVICE ........................................................... ........................................................... 12 3.1
Access to Service ..................................................................................................... 12
3.2
Customer Satisfaction .............................................................................................. 15
SECTION 4: COMMUNICATION .............................................................. .............................................................. 20 4.1
Awareness of BC Assessment ................................................................................. 20
4.2
Assessment Notices .................................................................................................. 24
4.3
Assessment Process & Property Taxation .............................................................. 28
SECTION 5: 5: BC ASSESSMENT WEB SERVICES ............................................ ............................................ 33 5.1
Use of BC Assessment Website ............................................................................... 33
5.2
Final Comments & Suggestions .............................................................................. 37
APPENDIX A: STATISTICAL TABLES (pdf) APPENDIX B: SURVEY INSTRUMENT (pdf)
Client Satisfaction Survey – Residential Property Owners July 2010
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SECTION 1: INTRODUCTION
1.1
Project Background In 2010, BC Assessment commissioned R.A. Malatest & Associates Ltd. to conduct a survey of residential and non-residential property owners throughout British Columbia. The purpose of the research is to assess the level of customer satisfaction with services and products offered by BC Assessment. As a public agency, BC Assessment is responsible for surveying customer satisfaction on a regular basis. Residential and non-residential property owners, as well as internal staff, are surveyed annually, while other BC Assessment client groups are surveyed every 2 years. This report encompasses the 2010 results of the Residential Property Owner Survey, with comparisons to 2009 where applicable. The survey encompasses only those property owners who have had some form of contact with BC Assessment in the last year. This includes property owners who had their property inspected, those who appealed an assessment of their property, and those who contacted BC Assessment with a request for information or service. This sampling strategy is designed to enrich the data by acquiring the opinions and perspectives of those customers who had contact (or an experience) with BC Assessment in the past year.
1. Inspected – property owners who had their property inspected; 2. Appealed – property owners who appealed their property assessment; 3. Inquired – property owners who made an inquiry for information or service.
Contact information for cohorts 1 and 2 was randomly drawn from BC Assessment’s folio of residential properties, while BC Assessment’s Client Workflow Viewer provided contact information on cohort 3. The survey instrument for 2010 underwent minor editorial changes from the previous year. Otherwise all questions are consistent. Prior to 2009, the Residential and Non-Residential Property Owner surveys were independent, focusing on satisfaction levels from among these two customer groups. In 2009, the two surveys were integrated and streamlined, resulting in a number of improvements to the questionnaire. Central to these changes was the incorporation of a “composite score” designed to capture overall customer satisfaction with the provision of services and information as provided by BC Assessment.
Client Satisfaction Survey – Residential Property Owners July 2010
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SECTION 1: INTRODUCTION
Sample stratification at the assessment region level (10) and area office level (18) enables more detailed examination beyond the combined regional (5) level used through 2009. Prior to 2009, surveys did not capture sufficient data to enable detailed analysis at the assessment region or area office level and were, therefore, examined at the combined regional level only. For 2010, results are tabulated at all three geographic levels (Appendix A), with comparisons reported at the assessment region level.
1.2
Survey Objectives The main goal of this research is to measure customer satisfaction with the provision of services and information as provided by BC Assessment. Residential property owners are one of BC Assessment’s key customer groups, accounting for about 85% (1.6 million) of all registered property in British Columbia. The survey was conducted in order to provide a range of information that will aid in the planning and development of BC Assessment’s customer services. The overall goal is to increase BC Assessment’s awareness of customer needs and to determine the level of customer satisfaction. The specific objectives of the research were to: Determine customer familiarity with the role of BC Assessment; Gauge customer awareness and satisfaction with their Property Assessment Notices; Ascertain customer readership of, and satisfaction with, the Information Insert that accompanies their Property Assessment Notice; Determine customer satisfaction with the assessment process; Determine customer knowledge of property taxation processes; Measure customer satisfaction with the quality of service provided by BC Assessment; Measure customer use of, and satisfaction with, the BC Assessment website, including “e-valueBC” (previously Assessments and Sales by Address); Understand customer preferences of information delivery methods; Measure customer satisfaction with the appeal process; Measure customer satisfaction with the property inspection process; and Where applicable, compare the results to those obtained in the 2009 survey of residential property owners.
Client Satisfaction Survey – Residential Property Owners July 2010
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SECTION 1: INTRODUCTION
1.3
Survey Highlights The survey design consisted of telephone interviews with a sample of 1,262 residential property owners served by BC Assessment around the province. Sample weighting was applied to ensure that the overall sample results were representative of the actual distribution of all residential properties (folios) in BC. The margin of error for a sample size of 1,262 is at most ±2.3%, 19 times out of 20. It is important to note that the margin of error will increase as the number of respondents providing usable response declines. All percentages used in the report are based on calculations excluding “Don’t know/Not applicable” responses. Tabled below is a summary of the year-over-year change in combined agreement, either up (↑) or down (↓), for questions pertaining to customer service, communications and BC Assessment’s website for each assessment region. What is notable in 2010 is the general decline in combined agreement among the “heartland” and capital assessment regions and, with the possible exception of Vancouver Sea-to-Sky, a general increase in combined agreement among assessment regions in the Lower Mainland, including the Fraser Valley, and the Okanagan assessment region in particular. BC Assessment’s composite score measuring overall customer satisfaction remained virtually unchanged in 2010. Summary Results (2010) Year-Over-Year Change in Combined Agreement (Select) by Assessment Region Question
Year
Customer Service
2010 2009
C
VI
V
NF
SF
FV
O
K
T/C
N
Q23. I was able to get service without difficulty
89%
89%
↑
↑
↑
↓
↓
↓
↑
↓
↓
↓
Q24. I was dealt with in a timely manner
91%
90%
↑
–
↑
↑
–
↑
↑
↓
↓
↓
Q25. The staff were knowledgeable
81%
85%
↓
↓
↓
↓
↓
↓
↑
↓
↓
↓
Q26. The response provided the information I required
73%
75%
↓
↓
↓
↑
↓
↓
↑
↑
↓
↓
Q27. Staff were responsive
89%
87%
↑
↑
↓
↑
↑
↑
↑
↓
↓
↓
Q28. Staff treated me fairly and with respect
92%
91%
↑
↓
–
↑
↑
↑
↑
↓
↓
↓
Q29. I was pleased with the level of customer service
84%
82%
–
↓
↑
↑
↑
↑
↑
↓
↓
↓
Q30. Staff went the extra mile
70%
68%
↓
↓
–
↑
↑
–
↑
↓
↓
–
Q31. I was informed of everything I needed to know
81%
83%
↓
↓
↓
↓
–
↓
↑
↓
↓
↓
Q32A. Overall satisfaction with quality of customer service
83%
81%
↓
–
↑
↑
↑
↑
↑
↓
↓
↓
↓
↓
–
↑
↑
↑
↑
↓
↓
↓
Composite Score
83.23 83.28
Assessment Region
In terms of the information and services that BC Assessment provides its customers, there appears a general decline from 2009 as to the overall value of these products. While BC
Client Satisfaction Survey – Residential Property Owners July 2010
6
SECTION 1: INTRODUCTION Assessment does a good job communicating information to customers, a smaller percentage of respondents in 2010 felt that BC Assessment provides a valuable public service, and that the various products (e.g., Property Assessment Notice, Information Insert) provide customers with all the information they needed. Policy changes governing property assessments introduced by the provincial government in 2009 may continue to influence customer opinion of certain BC Assessment services. Question
Year
Assessment Region
Communications
2010 2009
C
VI
V
NF
SF
FV
O
K
T/C
N
Q2. BC Assessment provides a valuable public service
73%
78%
↓
↓
↓
↓
↓
↓
↑
↓
↓
↓
Q3. BC Assessment is a good resource for property information
75%
76%
↓
↓
↓
↓
↑
↑
↑
↓
↓
↓
Q5. PAN (Property Assessment Notice) is easy to understand
89%
88%
↑
↑
↑
↓
↓
↑
↑
↑
↑
↓
Q6. PAN clearly describes how to appeal or request a review
91%
89%
↑
–
↑
↓
↑
↑
↑
↑
↑
Q7. PAN clearly states how to contact BC Assessment
96%
94%
↑
↑
↓
↓
↑
↑
↑
– –
↑
–
Q8. PAN provides all the information required
64%
68%
↓
↓
↓
↑
↓
↑
↓
↑
↓
Q12. II (Information Insert) is easy to understand
93%
89%
↑
↑
– –
↑
↑
↑
↑
–
↓
↓
Q13. II provides answers to assessment questions
62%
67%
↓
↓
↓
↑
↑
↑
↑
↓
↓
↓
Q14. II provides all additional property information required
54%
59%
↓
↓
↓
↑
↑
↓
↑
↓
↓
↓
Q15. BC Assessment does a good job assigning property values
37%
42%
↓
↑
↓
↑
↓
↓
↑
↓
↓
↓
Q16. The assessed value of my property is fair
35%
43%
↓
↓
↓
↑
↓
↓
↓
↓
↓
↓
Q17. The assessed value of my property is accurate
31%
36%
↑
↓
↓
↑
↓
↓
↓
↓
↓
↓
Q18. The use of sale prices of similar properties to estimate property values is fair
71%
74%
↓
↑
↓
↓
↓
↓
↑
↓
↓
↓
Q36. Overall satisfaction with access to property information
78%
80%
↑
↓
↓
↓
↓
↓
↑
↑
↑
↓
Similar to other results, customer opinion of BC Assessment’s website and the “e-valueBC” feature (previously branded as “Assessments and Sales by Address”) experienced a general decline in combined agreement in 2010. Question
Year
BC Assessment Website
2010 2009
C
VI
V
NF
SF
FV
O
K
T/C
N
Q39. It was easy to find information on the website
78%
82%
↑
↓
↓
↓
↓
↓
↓
–
↑
↓
Q40. The website had the information I needed
77%
81%
–
↓
↓
↑
↓
↓
↓
↓
↑
↓
Q42. e-valueBC is easy to use
89%
87%
↑
↓
↑
↓
↓
↑
↑
↓
↑
↑
Q43. e-valueBC is useful to me
85%
92%
↓
↓
↓
↓
↓
↑
↑
↑
↓
↓
Q44. e-valueBC provided all information required
67%
72%
↑
↓
↓
↓
↓
↑
↑
↓
↓
↓
Client Satisfaction Survey – Residential Property Owners July 2010
Assessment Region
7
SECTION 1: INTRODUCTION
1.4
Survey Survey Conclusions Except for minor editing, the 2010 survey instrument and sampling strategy remained virtually unchanged from 2009. While survey completions are roughly the same as last year, the response rate is higher due to improvements in sampling and sourcing procedures. Results are analyzed by the nature of contact (i.e., appealed, inspected, inquired) residential property owners had with BC Assessment in the past year and by assessment region (10). Similar to 2009, the large majority of residential property owners are satisfied with the level of service provided by BC Assessment staff. The 2010 composite score measuring overall customer satisfaction remained virtually unchanged from 2009, including increases in four of the 10 assessment regions. Notably, much of the improvement in satisfaction levels occurred in those assessment regions located in the Lower Mainland and, in particular, the Okanagan where agreement levels increased for all customer service quality indicators in 2010. Results for 2010 revealed a decrease in the number of residential property owners who felt that BC Assessment provides a valuable public service and is a good resource for property information. With few exceptions, this perspective was expressed by respondents across most assessment regions. In part, this could be reflective of the policy changes governing property assessments introduced by the provincial government in 2009. Continuing a trend identified in 2009, a number of residential property owners also felt that the products offered by BC Assessment (e.g., Property Assessment Notice, Information Insert) do not provide all the information that they require. Less than two-thirds (64%) of property owners felt the Property Assessment Notice provided the information they require, while just over half (54%) felt the Information Insert provided sufficient information. Both results are lower than that achieved in the previous year’s report, with seven of the 10 assessment regions experiencing year-over-year declines in 2010. Similarly in 2010, survey results revealed a continued decline in opinion with respect to the property assessment process. The majority of residential property owners felt that BC Assessment does not do a good job assigning value to their property, and that the assessed value was neither fair nor accurate. Again, these results may still be influenced by the policy changes governing property assessments in 2009. Residential property owners continue to require further understanding regarding the link between their property assessment and the amount of their property taxes. In 2010, an equal percentage of respondents (37%) believed that responsibility for determining property taxes rests with the municipality or the municipality and the province together.
Client Satisfaction Survey – Residential Property Owners July 2010
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SECTION 1: INTRODUCTION
Visits to the BC Assessment website also decreased in the past year, with fewer respondents (78%) reporting that it was easy to find information on the site, and a smaller percentage (67%) indicating that BC Assessment’s e-valueBC service provided all the information they required.
Client Satisfaction Survey – Residential Property Owners July 2010
9
SECTION 2: METHODOLOGY
2.1 Survey Design & Sample Development Approximately 1.6 million (85%) registered properties in British Columbia are residential, representing the largest customer group of BC Assessment. For 2010, BC Assessment supplied the Consultant with a sample of residential property owners who had either 1) filed an appeal, 2) had their property inspected or 3) had made a general inquiry for service or information by phone, email or in-person. Names and addresses were provided for each of the three cohorts; telephone contact information was also available for those who had made an inquiry to BC Assessment. The Consultant engaged the services of Microzip to help source telephone numbers for cohorts 1) and 2). After providing for duplicate numbers and numbers not-in-service, the valid sample totaled 3,775 residential property owners. A census approach was adopted for those who had filed an appeal and those who had their properties inspected in the past year. A total of 1,262 surveys were completed, yielding an overall response of 33.4%, up from 25% in 2009. The margin of error (i.e., maximum variation) for a sample of this size is ±2.3%. In other words, these results are accurate within ±2.3% of the true value 19 times out of 20 (see Table 1). In 2009, the survey achieved a total of 1,290 telephone completions, including 131 who filed an appeal and 148 who indicated they had their property inspected.
Table 1: Survey Sample & Response by Nature of Contact Sample (Valid)
Maximum Variation* (Target)
Completions
Response Rate
Maximum Variation* (Actual)
Appeals
635
±6.2%
131
21%
±7.6%
Inspections
620
±5.9%
148
24%
±7.0%
Inquiries
2,315
±3.2%
983
42%
±2.4%
Total
3,570
±2.6%
1,262
35%
±2.2%
Population
Source: BC Assessment Customer Inquiry Tracking System * Maximum variation with a 95% confidence level.
2.2 Questionnaire Design & Survey Implementation The objective of the survey is to build on baseline measures of customer satisfaction established in previous surveys. Telephone survey administration began following receipt of property assessment notices issued by BC Assessment in January 2010 and concluded in April 2010. Data were automatically entered into the Computer Assisted Telephone
Client Satisfaction Survey – Residential Property Owners July 2010
10
SECTION 2: METHODOLOGY Interviewing (CATI) system as each interview progressed. At the end of the survey, all respondents were given BC Assessment’s toll-free number for reference should they have any questions. Coding categories for open-ended questions were determined based upon all of the completed questionnaires, similar to previous surveys. All of those surveyed were asked if they would like someone from BC Assessment to followup with them about any specific customer service concerns they might have. A total of 185 (15%) said they would like to be contacted. Respondents were also asked whether they would they be willing to participate in a future focus group to discuss assessment issues among residential property owners. Of the 1,262 survey completers, 53% (n = 663) agreed to be contacted to participate in a future focus group, similar to 2009.
2.3 Data Analysis & Reporting In reporting the survey findings, unless otherwise stated, all percentages used in this report are based on calculations excluding “Don’t know / Not applicable” responses. As well, throughout the survey, respondents were asked to rate their level of agreement or satisfaction with a number of issues. In each instance, the rating system used was a four-point scale, with 4 representing the highest positive rating and 1 the lowest rating. Percentages that are used to summarize the ratings are the sum of the positive ratings (4 + 3). Calculations of percentages may not add to 100% due to rounding to the nearest whole percentage. For analytical purposes, the report groups the 18 area offices into the 10 assessment regions adopted by BC Assessment. Data results (Appendix A) are further consolidated into five combined regions to enable comparisons with previous years. Analysis by combined region was originally employed to account for a lack of representation in the 10 assessment regions. The introduction of new sampling and survey methods in 2009 has helped to mitigate the risk of underrepresentation at the assessment region level. Assessment Region 1. 2. 3. 4. 5. 6. 7. 8. 9. 10.
Vancouver Island Capital Vancouver Sea-to-Sky North Fraser South Fraser Fraser Valley Okanagan Kootenays Thompson/Cariboo The North
Client Satisfaction Survey – Residential Property Owners July 2010
Combined Region (5) Vancouver Island North of Fraser South of Fraser Okanagan/Kootenays Thompson/North
11
SECTION 2: METHODOLOGY
2.4 Sample Characteristics The 2010 survey plan targeted a maximum variation of ±2.6% and an overall response of at least 30%. Given their relatively small sample populations, a census approach was applied to those who had filed an appeal and those who had their properties inspected in the past year. Tables 2 and 3 provide the unweighted and weighted response distribution by geographic region and nature of contact (i.e., appealed, inspected, inquired) with BC Assessment. Table 2: Response Distribution before Weighting Appealed
Inspected
Inquired
Total
#
#
%
#
%
#
%
Region
Folio Dist’n*
1
7.5%
Capital
18
12.8%
15
9.9%
65
6.7%
98
7.8%
10.9%
Vancouver Island
16
11.3%
25
16.4%
102
10.5%
143
11.3%
2
Area Office
%
7.0%
Central VI
11
7.8%
17
11.2%
56
5.8%
84
6.7%
3.9%
Courtenay
5
3.5%
8
5.3%
46
4.7%
59
4.7%
3
16.2%
Vancouver Sea-to-Sky
10
7.1%
12
7.9%
156
16.1%
178
14.1%
4
8.6%
North Fraser
5
3.5%
9
5.9%
71
7.3%
85
6.7%
13%
South Fraser
10
7.1%
8
5.3%
128
13.2%
146
11.6%
5
6
5.4%
Richmond-Delta
5
3.5%
7
4.6%
51
5.3%
63
5.0%
7.6%
Surrey-White Rock
5
3.5%
1
0.7%
77
7.9%
83
6.6%
9.7%
Fraser Valley
6
4.3%
21
13.8%
80
8.3%
107
8.5%
11.2%
Okanagan
20
14.2%
11
7.2%
120
12.4%
151
12.0%
3.5%
Penticton
9
6.4%
1
0.7%
36
3.7%
46
3.6%
4.0%
Kelowna
4
2.8%
8
5.3%
45
4.6%
57
4.5%
3.7%
Vernon
7
5.0%
2
1.3%
39
4.0%
48
3.8%
19
13.5%
14
9.2%
60
6.2%
93
7.4%
7
6.3% 8
3.4%
Nelson/Trail
9
6.4%
5
3.3%
27
2.8%
41
3.2%
2.9%
East Kootenay
10
7.1%
9
5.9%
33
3.4%
52
4.1%
16
11.3%
21
13.8%
83
8.6%
120
9.5%
6.4% 9
Kootenay
Thompson
3.7%
Kamloops
9
6.4%
12
7.9%
42
4.3%
63
5.0%
2.7%
Cariboo
7
5.0%
9
5.9%
41
4.2%
57
4.5%
21
14.9%
16
10.5%
104
10.7%
141
11.2%
10.2%
North
2.4%
Northwest
10
7.1%
1
0.7%
34
3.5%
45
3.6%
4.2%
Prince George
6
4.3%
11
7.2%
36
3.7%
53
4.2%
3.6%
Peace River
5
3.5%
4
2.6%
34
3.5%
43
3.4%
141
100%
152
100%
969
100%
1,262
100%
10
100%
Totals
* Residential Folios - 1,615,778 (BC Assessment)
Client Satisfaction Survey – Residential Property Owners July 2010
12
SECTION 2: METHODOLOGY
Table 2: Response Distribution after Weighting Appealed
Inspected
#
#
Region
Folio Dist’n*
1
7.5%
Capital
18
14.0%
15
10.9%
Vancouver Island
16
11.9%
2
Area Office
%
%
Total
Inquired #
%
#
%
10.3%
66
6.7%
100
7.9%
24
16.4%
96
9.8%
136
10.8%
7.0%
Central VI
11
8.7%
18
11.9%
58
5.9%
87
6.9%
3.9%
Courtenay
4
3.2%
7
4.5%
38
3.9%
49
3.9%
3
16.2%
Vancouver Sea-to-Sky
12
9.1%
14
9.7%
187
19.0%
213
16.9%
4
8.6%
North Fraser
7
5.3%
13
8.5%
99
10.1%
119
9.4%
13%
South Fraser
12
9.1%
9
6.2%
154
15.6%
175
13.9%
5
6
5.4%
Richmond-Delta
6
4.3%
8
5.4%
58
5.9%
72
5.7%
7.6%
Surrey-White Rock
6
4.8%
1
0.8%
96
9.8%
103
8.2%
9.7%
Fraser Valley
7
5.4%
25
16.5%
94
9.5%
125
9.9%
11.2%
Okanagan
19
14.3%
10
7.1%
113
11.5%
143
11.3%
3.5%
Penticton
8
6.2%
1
0.6%
32
3.3%
41
3.3%
4.0%
Kelowna
4
2.9%
8
5.2%
43
4.4%
55
4.3%
3.7%
Vernon
7
5.2%
2
1.3%
38
3.8%
46
3.7%
16
12.3%
11
7.7%
51
5.1%
78
6.2%
7
6.3%
Kootenay
3.4%
Nelson/Trail
9
7.1%
5
3.5%
28
2.8%
42
3.3%
2.9%
East Kootenay
7
5.3%
6
4.2%
23
2.3%
36
2.9%
10
7.5%
13
8.6%
50
5.1%
73
5.8%
8 6.4%
Thompson
3.7%
Kamloops
6
4.5%
8
5.3%
28
2.8%
42
3.3%
2.7%
Cariboo
4
2.9%
5
3.3%
22
2.3%
31
2.5%
15
11.1%
13
9.1%
73
7.5%
101
8.0%
9 10.2%
10
North
2.4%
Northwest
6
4.7%
1
0.4%
21
2.1%
28
2.2%
4.2%
Prince George
6
4.5%
11
7.4%
36
3.6%
53
4.2%
3.6%
Peace River
2
1.9%
2
1.3%
17
1.7%
21
1.7%
131
100%
148
100%
983
100%
1,262
100%
100%
Totals
* Residential Folios - 1,615,778(BC Assessment)
Client Satisfaction Survey – Residential Property Owners July 2010
13
SECTION 3: CUSTOMER SERVICE
3.1 Access to Service (Q21(Q21-Q31, Q31, 36) 36) 90% of residential property owners contacted BC Assessment by telephone in 2010 As shown in Figure 1, telephone contact remains the preferred method of communication between residential property owners and BC Assessment staff. Results for 2010 were generally consistent with those achieved in the previous year. Figure 1: Method of Contact with BC Assessment
87% 90%
Phone
26% 24%
Email / Online
2009 10% 11%
In Person
Regular Mail
2010
5% 5%
Totals do not add up to 100% due to multiple responses.
Table 3 details the response distribution by method and nature of contact with BC Assessment. Those who appealed their property assessment or had their properties inspected were more inclined to use all methods of communication, as compared to general inquirers who strongly favoured telephone contact. While the use of email increased among those who filed an appeal in 2010, fewer property owners who had their properties inspected relied on this method of contact than in the previous year. Table 3: Contact with BC Assessment by Method and Nature of Contact Method
Total
∆
Appealed
Inspected
Inquired
2009
2010
2009
2010
2009
2010
2009
2010
Telephone
↑
87%
90%
65%
77%
69%
64%
93%
94%
Email
↓
26%
24%
48%
53%
38%
23%
21%
21%
In Person
↑
10%
11%
15%
18%
16%
33%
9%
9%
Regular Mail
--
5%
5%
11%
15%
14%
9%
4%
3%
Totals do not add up to 100% due to multiple responses.
Client Satisfaction Survey – Residential Property Owners July 2010
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SECTION 3: CUSTOMER SERVICE
When asked why they had contacted BC Assessment, the vast majority of respondents (87%) – including 94% of general inquirers – indicated that they had a question about their property assessment. Responses are influenced by the nature of contact with BC Assessment.
Figure 2: Reasons for Contacting BC Assessment
81% 87%
Question about property assessment 20% 23%
More information to file an appeal
Research for buying a property
Change of address / ownership details
Other
1% 1%
2009 2010
4% 2% 6% 2%
Totals do not add to 100% due to multiple responses
More than nine in 10 property owners (92%) indicated that BC Assessment staff treated them fairly
Respondents were asked to indicate their level of agreement – where 4 is strongly agree and 1 is strongly disagree – with a number of statements pertaining to the quality of service they received during their most recent experience with BC Assessment. This series of questions encompasses all respondents who had some form of contact with BC Assessment in the past year. As detailed in Table 4, results in 2010 are similar to those achieved in 2009, with overall results increasing across five of the nine quality indicators. More than nine in 10 respondents (92%) indicated that staff treated them fairly, while 70% indicated that staff went the extra mile. Among the three cohorts, those who had their properties inspected in the past year reported agreement levels higher than the overall averages for each quality indicator in 2010, including 85% who indicated staff went the extra mile.
Client Satisfaction Survey – Residential Property Owners July 2010
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SECTION 3: CUSTOMER SERVICE Table 4: Agreement* with Quality Indicators for BC Assessment by Nature of Contact Quality Indicator
Total
∆
Appealed
Inspected
Inquired
2009
2010
2009
2010
2009
2010
2009
2010
I was dealt with in a timely manor
↑
90%
91%
92%
94%
88%
95%
91%
90%
I was informed of everything I had to do
↓
83%
81%
78%
81%
87%
86%
84%
80%
I was pleased with the level of service
↑
82%
84%
76%
83%
87%
93%
82%
84%
I was able to get though without difficulty
--
89%
89%
90%
93%
92%
91%
89%
88%
Staff were knowledgeable
↓
85%
81%
83%
79%
85%
95%
85%
80%
Staff went the extra mile
↑
68%
70%
69%
65%
75%
85%
67%
69%
I received the information that I required
↓
75%
73%
75%
71%
81%
86%
74%
72%
Staff were responsive
↑
87%
89%
83%
89%
90%
94%
88%
88%
Staff treated me fairly
↑
91%
92%
90%
88%
90%
96%
91%
92%
* Combined agreement (4 + 3), where 4=“Strongly agree” and 1=“Strongly disagree”
Almost four in five property owners (78%) are satisfied with their level of access to property information In terms of access BC Assessment provides to property information, Figure 3 shows that close to 4 in 5 residential property owners (78%) are satisfied or very satisfied with their level of access. In particular, those who had their properties inspected or filed an appeal of their assessment reported an overall increase in satisfaction from the previous year. Combined agreement with respect to information access by assessment region ranged from a high of 87% in Thompson/Cariboo to a low of 74% in Vancouver Sea-to-Sky. Figure 3: Satisfaction with Access to Property Information by Nature of Contact Total 2009 Total 2010 Appealed 2009 Appealed 2010 Inspected 2009 Inspected 2010 Inquired 2009 Inquired 2010
48% 46%
32% 33%
44% 55%
32% 25%
57% 58%
29% 32%
47% 43%
33% 34% Satisfied
Very Satisfied
Combined agreement (4 + 3), where 4=“Strongly agree” and 1=“Strongly disagree”
Client Satisfaction Survey – Residential Property Owners July 2010
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SECTION 3: CUSTOMER SERVICE
Respondents who contacted BC Assessment by telephone were asked to provide comments or suggestions about BC Assessment’s telephone service. The following comments were offered from among those who responded (n = 208): -
33% (vs. 46% in 2009) said “it was good, no problems” 22% (vs. 13% in 2009) said “less automation / more human contact” 16% (vs. 12% in 2009) said “more timely response” 13% (vs. 13% in 2009) said “provide better customer service” 10% (vs. 12% in 2009) said “have better knowledge / information”
Respondents who contacted BC Assessment by email were asked to provide comments or suggestions about BC Assessment’s email service. The following comments were offered from among those who responded (n = 45): -
49% (vs. 60% in 2009) said “it was good, no problems” 20% (vs. 6% in 2009) said “make website/interface easier to use” 18% (vs. 24% in 2009) said “more timely response” 3% (vs. 11% in 2009) said “provide email directory”
Respondents who visited a BC Assessment office in-person were asked to provide comments or suggestions about BC Assessment’s in-person service. The following comments were offered from among those who responded (n = 37): -
28% (vs. 34% in 2009) said “it was good, no problems” 15% (vs. 29% in 2009) said “have better knowledge/information” 21% (vs. 32% in 2009) said “better customer service”
3.2 Customer Satisfaction (32A & Composite Score) Score) More than 8 in 10 residential property owners (83.4%) surveyed were satisfied with the quality of service provided by BC Assessment As shown in Figure 4, overall satisfaction with the quality of service provided by BC Assessment increased to 83% in 2010, up from 81% in 2009. With the exception of those who filed an appeal in the past year, satisfaction levels increased among those who had their properties inspected (91%) and those who made a general inquiry (84%). More than half
Client Satisfaction Survey – Residential Property Owners July 2010
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SECTION 3: CUSTOMER SERVICE (52%) of those who had their properties inspected in the past year indicated they were “very satisfied” with the quality of service.
Figure 4: Overall Satisfaction with Quality of Service by Nature of Contact
Total 2009 Total 2010
Appealed 2009 Appealed 2010
Inspected 2009
39% 42%
42%
38%
41%
43%
36%
42%
Inspected 2010
39%
Inquiry 2009
39%
Inquiry 2010
42%
44% 52%
42%
42%
42% Satisfied
Very Satisfied
On a regional basis, satisfaction levels increased in all four regions comprising the Lower Mainland, including Vancouver Sea-to-Sky, North Fraser, South Fraser and the Fraser Valley, as well as the Okanagan. This is a change from previous years, where assessment regions outside of the Lower Mainland generally experienced somewhat higher levels of customer satisfaction than the overall average (Figure 5).
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SECTION 3: CUSTOMER SERVICE
Figure 5: Overall Satisfaction with Quality of Service by Assessment Region Total 2009 Total 2010 Capital 2009 Capital 2010 Vancouver Island 2009 Vancouver Island 2010 Vancouver Sea to Sky 2009 Vancouver Sea to Sky 2010 North Fraser 2009 North Fraser 2010
39% 42% 41% 46%
Okanagan 2009 Okanagan 2010
46% 39%
35% 34%
50% 50%
37%
37% 48%
30%
36% 39%
South Fraser 2009 South Fraser 2010 Fraser Valley 2009 Fraser Valley 2010
42% 42%
42% 48%
47% 42%
30% 40%
38%
43% 50%
37%
42%
43% 55%
Kootenays 2009 Kootenays 2010
41% 41%
41% 40%
Thompson/Cariboo 2009 Thompson/Cariboo 2010
41% 34%
The North 2009 The North 2010
33%
50% 50%
36% 43%
50% 39%
Satisfied
Very Satisfied
BC Assessment achieved a Composite Score of 83.23% in 2010, down slightly from 2009
An important feature of the survey research has been the introduction of a “composite score” designed to measure total satisfaction with the quality of customer service among those who had contact with BC Assessment. The measure is an aggregated total of all positive responses (4 + 3) divided by the total number of responses (1...4) for questions 23 through 32A.
Client Satisfaction Survey – Residential Property Owners July 2010
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SECTION 3: CUSTOMER SERVICE In 2010, BC Assessment achieved an overall composite score of 83.23% for all of British Columbia, down slightly from 83.28% in 2009. Six of the 10 assessment regions exceeded the overall composite score, including most regions located in the Lower Mainland. This contrasts with 2009, where scores were generally higher in the “heartland” assessment regions of British Columbia.
Figure 6: Composite Measure of Satisfaction by Assessment Region - 2009 & 2010
The North
81.2% 87.4% 85.5%
Thompson/Cariboo
89.2% 81.8% 84.4%
Kootenays
88.6%
Okanagan
83.4% 84.1% 82.3%
Fraser Valley South Fraser North Fraser Vancouver Sea-to-Sky Vancouver Island Capital
COMPOSITE SCORE
81.2% 79.5%
2010 86.3%
81.6%
2009
78.3% 78.4% 85.2% 86.6% 83.6% 85.5% 83.2% 83.3%
As illustrated in Figure 7, when asked what would need to be changed or done differently to increase satisfaction, those respondents who indicated they were “dissatisfied” or “very dissatisfied” (n = 185) with BC Assessment service identified the need for “better knowledge/information” as the top priority (28%), followed by improved “customer service (27%). These top two priorities in 2010 are reversed from the previous year’s results.
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SECTION 3: CUSTOMER SERVICE
Figure 7: Suggested Changes to Increase Satisfaction (2010) Better knowledge/information
28%
Better customer service
27%
More timely response
11%
Physically inspect the property
9%
Better comparisons with other properties
9%
Other Consistency
3% 2%
Client Satisfaction Survey – Residential Property Owners July 2010
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SECTION 4: COMMUNICATION
4.1 Awareness of BC Assessment (Q1 – Q3) 87% of residential property owners surveyed said they were “familiar” or “somewhat familiar” with BC Assessment in 2010
As illustrated in Figure 8, a total of 87% (vs. 85% in 2009) of respondents indicated that they were at least “somewhat familiar” with the role of BC Assessment. Familiarity with BC Assessment decreased among those who had their properties inspected from 91% to 87% in 2010. In part, this reflects those property owners who may not have been aware that their property was inspected in the previous year. Figure 8: Familiarity with the Role of BC Assessment by Nature of Contact
Total 2009
48%
Total 2010 Appealed 2009 Appealed 2010
44%
Inquired 2009 Inquired 2010
43%
33%
50% 45%
Inspected 2009 Inspected 2010
37%
42%
54%
37%
46%
41%
50% 44%
Somewhat Familiar
35% 43%
Familiar
Figure 9 shows the level of familiarity with the role of BC Assessment across all 10 assessment regions for 2009 and 2010. In 2010, familiarity ranged from a high of 91% in Vancouver Island to a low of 81% in The North Fraser region. Familiarity with the role of BC Assessment increased in six of the 10 regions in 2010.
Client Satisfaction Survey – Residential Property Owners July 2010
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SECTION 4: COMMUNICATION
Figure 9: Familiarity with BC Assessment by Assessment Region - 2009 & 2010 44%
Capital 2009 Capital 2010 Vancouver Island 2009 Vancouver Island 2010 Vancouver Sea-to-Sky 2009 Vancouver Sea-to-Sky 2010 North Fraser 2009 North Fraser 2010
Okanagan 2009 Okanagan 2010 Kootenays 2009 Kootenays 2010
34%
40%
44%
43%
47%
32%
54% 48%
37%
38% 36%
47% 45%
40% 44%
South Fraser 2009 South Fraser 2010 Fraser Valley 2009 Fraser Valley 2010
47% 52%
43% 43%
32%
54%
36%
54%
41%
46% 50%
40%
34% 37%
Thompson/Cariboo 2009 Thompson/Cariboo 2010
29% 34%
The North 2009 The North 2010
34%
50% 46% 51% 50%
38%
47% 52%
Familiar
Somewhat Familiar
Almost three-quarters (74%) of residential property owners surveyed agreed that BC Assessment provides a valuable service Among those who are familiar with the role of BC Assessment, almost three-quarters (74%, down from 77% in 2009) agreed that BC Assessment provides a valuable public service. As indicated in Figure 10, the decline in agreement was felt most significantly among those who made a general inquiry in the past year. Otherwise, agreement levels were higher among those who filed an appeal and down slightly among those who had their properties inspected in the previous year.
Client Satisfaction Survey – Residential Property Owners July 2010
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SECTION 4: COMMUNICATION
Figure 10: Agreement that BC Assessment Provides a Valuable Public Service by Nature of Contact Total 2009 Total 2010 Appealed 2009 Appealed 2010
47% 47% 41%
31% 52%
Inspected 2009 Inspected 2010 Inquired 2009 Inquired 2010
30% 27%
24%
58% 57%
29% 28%
47% 44%
30% 27%
Agree
Strongly Agree
With the exception of the Okanagan, agreement levels were down across all other assessment regions in 2010. These results are influenced by the large sample cohort comprising residential property owners who made a general inquiry for service or information in the previous year. As indicated in Figure 11, significant decreases in agreement levels were experienced in The North and Capital assessment regions, particularly among those who “strongly agreed” with this statement.
Client Satisfaction Survey – Residential Property Owners July 2010
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SECTION 4: COMMUNICATION Figure 11: Agreement that BC Assessment Provides a Valuable Service by Assessment Region - 2009 & 2010 Total 2009 Total 2010 Capital 2009 Capital 2010 Vancouver Island 2009 Vancouver Island 2010 Vancouver Sea to Sky 2009 Vancouver Sea to Sky 2010
47% 47%
30% 27%
47% 49%
33% 20%
47% 45% 49% 47%
North Fraser 2009 North Fraser 2010 South Fraser 2009 South Fraser 2010
35% 33% 32% 29%
52% 52%
27% 24%
41% 37%
27% 27%
Fraser Valley 2009 Fraser Valley 2010
51% 50%
28% 28%
Okanagan 2009 Okanagan 2010
48% 51%
30% 30%
Kootenays 2009 Kootenays 2010
51% 43%
30%
Thompson / Cariboo 2009 Thompson / Cariboo 2010
52% 44%
27%
The North 2009 The North 2010
28%
25%
40%
34% 11%
51%
Agree
Strongly Agree
More than three-quarters (76%) of residential property owners surveyed agreed that BC Assessment is a good resource for property information
Those familiar with the role of BC Assessment were asked to indicate their level of agreement as to whether BC Assessment is a good resource for property information. Figure 12 shows that about three-quarters (76%) of respondents agreed with the statement, virtually unchanged from 2009.
Client Satisfaction Survey – Residential Property Owners July 2010
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SECTION 4: COMMUNICATION Figure 12: Agreement that BC Assessment is a Good Resource for Property Information
Total 2009
47%
29%
Total 2010
47%
28%
Appealed 2009 Appealed 2010
40%
29%
50%
Inspected 2009 Inspected 2010
21%
61%
24%
52%
29%
Inquiry 2009
46%
30%
Inquiry 2010
46%
29%
Agree
Strongly Agree
Agreement levels ranged from a high of 80% in the Okanagan to a low of 62% in The North, with six of the 10 assessment regions experiencing lower agreement levels in 2010. The largest year-over-year decrease was experienced in the Kootenays assessment region, where agreement fell to 70% from 83% in 2009. In contrast, the South Fraser assessment region experienced the largest increase in agreement, rising to 73% from 65% in 2009.
4.2 Assessment Notices (Q4 – Q14B) 14B) Nearly all residential property owners surveyed (98%) recalled receiving their last Property Assessment Notice Figure 13 shows that the vast majority of respondents (98%, up from 97% in 2009) recalled receiving their Property Assessment Notice. At least 96% of property owners in each assessment region recalled receiving their notice, including 100% in The North assessment region.
Client Satisfaction Survey – Residential Property Owners July 2010
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SECTION 4: COMMUNICATION Figure 13: Recalled Receiving Property Assessment Notice Total 2009
97%
Total 2010
98%
Appealed 2009
97%
Appealed 2010
95%
Inspected 2009
97%
Inspected 2010
96%
Inquired 2009
97%
Inquired 2010
99%
Those who recalled receiving their Property Assessment Notice were asked to provide their level of agreement with various quality indicators pertaining to the notice. With the exception of the notice “providing all information required about an assessment”, combined agreement levels increased in 2010 for all other quality indicators. Increased agreement in these areas was driven largely by those who had their properties inspected and those who made a general inquiry in the past year.
Table 5: Agreement* with Attributes of the Property Assessment Notice By Nature of Contact Quality Indicator
∆
Total
Appealed
Inspected
Inquired
2009
2010
2009
2010
2009
2010
2009
2010
Clearly states how to contact BC Assessment
↑
94%
96%
93%
95%
96%
100%
94%
96%
Easy to understand
↑
88%
89%
89%
83%
92%
97%
88%
89%
Clearly describes how to appeal, file a complaint or request an independent review
↑
89%
91%
91%
89%
90%
94%
88%
91%
Provides all the information required about an assessment
↓
68%
64%
68%
63%
84%
77%
66%
63%
* Combined agreement (4 + 3), where 4=“Strongly agree” and 1=“Strongly disagree”
Client Satisfaction Survey – Residential Property Owners July 2010
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SECTION 4: COMMUNICATION Those who recalled receiving their Property Assessment Notice were asked what other information they would like to see included with the notice. Of the 332 residential property owners who provided a response (up from 263 in 2009), the most frequent suggestions were: -
How the assessment was determined (52%, up from 47%) Property value comparisons (20%, down from 22%) History of property’s assessment (3%, unchanged) Property tax calculations (4%, up from 3%) Property description (8%)
Fewer residential property owners (78%) read the Information Insert in 2010
Included with the Property Assessment Notice is an Information Insert that provides additional information about the property assessment process. In 2010, more than seven in 10 property owners surveyed (72%, down from 74% in 2009) indicated that they recalled receiving the insert with their Property Assessment Notice. Residential property owners in the Okanagan assessment region were the mostly likely to recall receiving the insert. Among those who recalled receiving the insert (n = 1,180), more than three quarters (78%) reported having read the Information Insert in 2010, down from 82% in 2009. As shown in Figure 14, the decline is entirely attributed to those respondents who had their properties inspected in the previous year.
Figure 14: Read the Information Insert by Nature of Contact 82% 78%
Total
78% 80%
Appealed
2009 2010
Inspected
75% 50%
Inquired
Client Satisfaction Survey – Residential Property Owners July 2010
83% 83%
28
SECTION 4: COMMUNICATION Residential property owners in the South Fraser assessment region were the most likely to read the Information Insert (87%), compared to 67% of owners in both the Fraser Valley and The North assessment regions. Those who read the Information Insert were asked to provide their level of agreement with various quality indicators pertaining to the insert. Table 6 shows that more than 9 in 10 (93%) of those who read the Information Insert agreed that it is easy to understand, while a much smaller majority (62%) agreed that it provides answers to assessment questions and provides all additional information required (54%). Declines in 2010 were largely attributed to those who filed an appeal and those who made a general inquiry in the past year. Table 6: Agreement* with Attributes of the Information Insert By Nature of Contact Quality Indicator
∆
Total
Appealed
Inspected
Inquired
2009
2010
2009
2010
2009
2010
2009
2010
Easy to understand
↑
89%
93%
85%
93%
91%
99%
90%
93%
Provides answers to my assessment questions
↓
67%
62%
69%
70%
72%
87%
66%
59%
Provided all additional information I required
↓
59%
54%
60%
52%
71%
77%
58%
53%
* Combined agreement (4 + 3), where 4=“Strongly agree” and 1=“Strongly disagree”
•
Combined agreement that the Information Insert was easy to understand ranged from 96% in three assessment regions, including Vancouver Island, North Fraser and South Fraser, to 89% in Kootenays and Thompson/Cariboo.
•
Combined agreement that the Information Insert provided answers to questions ranged from 73% in the Okanagan to 50% in Vancouver Sea-to-Sky.
•
Combined agreement that the Information Insert provided all required information ranged from 66% in North Fraser to 42% in the Capital assessment region.
Among the 183 respondents (vs. 100 in 2009) who did not read the Information Insert in 2010 and who provided a particular reason, the responses given most often were: -
“I don’t need more information” (44%, down from 60%) “I am too busy” (23%, up from 15%) “The information is the same as last year” (24%, up from 13%)
Client Satisfaction Survey – Residential Property Owners July 2010
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SECTION 4: COMMUNICATION Respondents who read the Information Insert were asked what other information they would like included in it. Among the 168 (vs. 124 in 2009) who provided suggestions, the most frequent comments were (more than one response was permitted): -
How the assessment is determined (23%, down from 32%); Property comparisons and market situation (33%, up from 22%); Cause of increase/decrease (13%, up from 10%); Property factors included and why (7%, unchanged); and Other (15%).
4.3 Assessment Assessment Process & Property Taxation (Q15 – Q20B, Q48) 35% of residential property owners agreed that the assessed value of their property is fair, down from 43% in 2009 Table 7 shows that 35% of respondents agreed that the assessed value of their property is fair compared to similar properties in their neighbourhood, while 37% agreed that BC Assessment does a good job in assigning a value to their property. Additionally in 2010, 31% agreed that the assessed value of their property was accurate. These declines in agreement levels continue a downward trend that began prior to 2009, and could reflect the impacts of changes in policy governing property assessments in 2009. Residential property owners who had their properties inspected in the past year were the only cohort to experience increased agreement levels with respect to all three quality indicators. Table 7: Agreement* with Attributes of the Assessment Process by Nature of Contact Quality Indicator
∆
Total
Appealed
Inspected
Inquired
2009
2010
2009
2010
2009
2010
2009
2010
The assessed value of my property is fair
↓
43%
35%
47%
21%
58%
70%
40%
32%
BC Assessment does a good job in assigning value to my property
↓
42%
37%
49%
32%
57%
69%
39%
36%
The assessed value of property provided by BC Assessment is accurate
↓
36%
31%
41%
26%
49%
56%
33%
28%
* Combined agreement (4 + 3), where 4=“Strongly agree” and 1=“Strongly disagree”
•
Combined agreement with the statement that the assessed property value is fair ranged from 49% in North Fraser to 23% in South Fraser assessment region.
Client Satisfaction Survey – Residential Property Owners July 2010
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SECTION 4: COMMUNICATION •
Combined agreement with the statement that BC Assessment does a good job assigning value to their property ranged from 48% in North Fraser to 25% in The North assessment region.
•
Combined agreement with the statement that the assessed value of property provided by BC Assessment is accurate ranged from 24% in South Fraser to 41% in North Fraser assessment region.
Upon explaining to survey participants that BC Assessment uses sale prices of similar residential properties to estimate property values, respondents were asked whether they believe this method is “fair”, “somewhat fair”, or “unfair”. As highlighted in Figure 15, just over 70% of respondents (vs. 75% in 2009) said that the method was fair or somewhat fair. Again, this year-over-year decline is attributed entirely to those residential property owners who made an inquiry for information or service in the past year. Figure 15: Perceived Fairness of the Sale Price Method for Valuing Property Total 2009 Total 2010 Appealed 2009 Appealed 2010 Inspected 2009 Inspected 2010 Inquired 2009 Inquired 2010
35% 31%
40% 40%
39% 30%
33% 42%
37% 36%
45% 48%
33% 31%
40% 38%
Fair
Somewhat Fair
Results were similar by assessment region, ranging from 66% in the Kootenays and The North to 75% in the Fraser Valley.
37% of residential property owners believe that the municipal government alone is responsible for determining property taxes, while another 37% believe that the municipal and provincial governments together are responsible Table 8 shows that 37% of residential property owners (vs. 33% in 2009) believe that the municipal government alone is responsible for determining the amount of their property taxes, while another 37% (vs. 44% in 2009) believe that the municipal and provincial governments
Client Satisfaction Survey – Residential Property Owners July 2010
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SECTION 4: COMMUNICATION together are responsible. Property owners who made a general inquiry in the last year are most likely to believe their municipal government is responsible for determining property taxes, whereas 46% of owners who had their properties inspected believe that both the municipal and provincial governments are responsible for this determination. Table 8: Responsibility for Determining Property Taxes by Nature of Contact Total
∆
Quality Indicator
Appealed
Inspected
Inquired
2009
2010
2009
2010
2009
2010
2009
2010
Municipal Government
↑
33%
37%
42%
31%
31%
33%
32%
39%
Both Municipal and Provincial Governments
↓
44%
37%
34%
38%
45%
46%
46%
36%
BC Assessment
↑
10%
14%
11%
14%
16%
17%
8%
13%
Provincial Government
↓
8%
6%
12%
7%
4%
4%
7%
6%
Other
↑
5%
6%
1%
11%
3%
1%
7%
6%
* Combined agreement (4 + 3), where 4=“Strongly agree” and 1=“Strongly disagree”
As seen in Table 9, residential property owners in the North Fraser and Kootenays assessment regions are more likely to believe that the municipal government alone is responsible for determining property taxes, as compared to property owners in South Fraser and the Fraser Valley. Conversely, a larger percentage of residential property owners in the South Fraser and Fraser Valley assessment regions believe that both the municipal and provincial governments together are responsible for determining property taxes. Table 9: Responsibility for Determining Property Taxes by Assessment Region Organization
C
VI
V
NF
SF
FV
O
K
T/C
N
Municipal Government
40%
38%
40%
47%
27%
27%
36%
47%
38%
43%
Both Municipal & Provincial Governments
40%
39%
39%
34%
41%
43%
30%
27%
36%
35%
BC Assessment
10%
14%
13%
6%
20%
20%
16%
12%
12%
9%
Provincial Government
5%
2%
3%
8%
8%
3%
7%
8%
8%
9%
Other
4%
14%
6%
5%
5%
7%
11%
5%
7%
3%
* Combined agreement (4 + 3), where 4=“Strongly agree” and 1=“Strongly disagree”
Client Satisfaction Survey – Residential Property Owners July 2010
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SECTION 4: COMMUNICATION 57% of residential property owners believe that an increase in their property assessment automatically means an increase in their property taxes Figure 16 shows that 57% of residential property owners surveyed (vs. 55% in 2009) believed that an increase in their property assessment automatically means an increase in their property taxes. Agreement with this statement increased sharply among those who had their properties inspected in the past year. On a regional basis, agreement ranged from 67% in the Thompson/Cariboo to 49% in the Fraser Valley assessment region. Figure 16: Perception that an Increased Assessment Results in Higher Property Taxes Total 2009 Total 2010
55% 57%
Appealed 2009 Appealed 2010
57% 54%
Inspected 2009 Inspected 2010 Inquired 2009 Inquired 2010
44% 53% 56% 58%
30% of residential property owners believe that a decrease in their property assessment automatically means a decrease in their property taxes Figure 17 shows that more than 30% of residential property owners (vs. 27% in 2009) believe that a decrease in their assessment automatically means a decrease in their property taxes. Those who had their properties inspected in the past year experienced a notable increase in agreement compared to other cohorts. Agreement with this statement ranged from 39% in South Fraser to 24% in the Okanagan assessment region.
Client Satisfaction Survey – Residential Property Owners July 2010
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SECTION 4: COMMUNICATION Figure 17: Perception that a Decreased Assessment Results in Lower Property Taxes Total 2009 Total 2010
27% 30%
Appealed 2009 Appealed 2010
29% 26%
Inspected 2009 Inspected 2010
22% 27%
Inquired 2009 Inquired 2010
28% 31%
72% of residential property owners indicated that they were comfortable providing property update information to BC Assessment Respondents were asked about the property update questionnaire that BC Assessment has started to mail out to some property owners. Figure 18 shows that 72% of property owners surveyed (vs. 71% in 2009) said they felt “somewhat comfortable” or “very comfortable” about providing this information to BC Assessment. Results increased among each of the three sample cohorts in 2010. Figure 18: Comfort with Providing Property Update Information Total 2009 Total 2010 Appealed 2009 Appealed 2010 Inspected 2009 Inspected 2010 Inquired 2009 Inquired 2010
41% 44% 36%
30% 29% 30%
48% 43% 49% 41% 42%
Somewhat Comfortable
23% 29% 26% 30% 30%
Very Comfortable
More than three-quarters (77%) of residential property owners from the Okanagan assessment region indicated they were comfortable providing the information, whereas twothirds (66%) of owners in the Capital assessment region were comfortable providing the information.
Client Satisfaction Survey – Residential Property Owners July 2010
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SECTION 5: BC ASSESSMENT WEB SERVICES
5.1 Use of BC Assessment Website (Q37 – Q47) Fewer residential property owners (54%) visited the BC Assessment website in 2010 Figure 19 shows that more than half of residential property owners surveyed (54%) visited the BC Assessment website in 2010, down from 59% in 2009. Website visits decreased significantly among those respondents who had their properties inspected in the past year. Reported visits to the website varied widely across assessment regions, ranging from a high of 64% in the Capital and Vancouver Sea-to-Sky assessment regions to a low of 41% in The North. Website visits were generally higher in the province’s urban assessment regions.
Figure 19: Visits to BC Assessment Website Total 2009
59%
Total 2010
54%
Appealed 2009
64%
Appealed 2010
67%
Inspected 2009 Inspected 2010
Inquired 2009 Inquired 2010
61% 46%
58% 54%
More than four in five (81%) residential property owners visited the BC Assessment website in search of information on e-valueBC in 2010
Table 10 lists the specific information that website visitors were looking for when they accessed the BC Assessment website. Most often (81%, vs. 71% in 2009), visitors to the site were looking for information on “e-valueBC” (Assessments and Sales by Address). This increase was driven by those property owners who had their properties inspected (92%, vs. 64% in 2009) and those who made a general inquiry in the past year (82%, vs. 73% in 2009). Visits to the website for the purpose of accessing appeal information – including appeal forms – also increased notably in 2010.
Client Satisfaction Survey – Residential Property Owners July 2010
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SECTION 5: BC ASSESSMENT WEB SERVICES Table 10: Information Sought Most Often on the Website by Nature of Contact Information
Total
∆
Appealed
Inspected
Inquired
2009
2010
2009
2010
2009
2010
2009
2010
e-valueBC
↑
71%
81%
68%
67%
64%
92%
73%
82%
Property assessment process
↓
12%
11%
15%
9%
12%
7%
11%
12%
Product and Service Information
--
3%
3%
8%
3%
4%
2%
3%
3%
Appeal Information
↑
17%
21%
33%
34%
19%
11%
14%
19%
BC Assessment Contact Information
↓
12%
8%
16%
5%
11%
6%
11%
9%
--
10%
--
26%
--
5%
--
8%
Appeal Form
With the exception of the Kootenays (68%, vs. 71% in 2009) and The North (71%, vs. 71% in 2009), visits to the website for the purpose of accessing information on e-valueBC increased in all other assessment regions. The largest increases in visits to the website were experienced in the urban regions of the province, and the Fraser Valley assessment region (80%, vs. 55% in 2009). As detailed in Table 11, most website visitors (77%, vs. 81% in 2009) agreed that the BC Assessment website had the information they needed, and that it was easy to find what they were looking for (78%, vs. 82% in 2009). The overall decline in combined agreement in 2010 was largely driven by those who made an inquiry for information or service in the past year. Table 11: Agreement* with Quality Indicators for the BC Assessment Website By Nature of Contact Quality Indicator
∆
Total
Appealed
Inspected
Inquired
2009
2010
2009
2010
2009
2010
2009
2010
The site had the information I needed
↓
81%
77%
84%
78%
83%
83%
80%
76%
It was easy to find what I was looking for
↓
82%
78%
81%
83%
89%
84%
81%
76%
* Combined agreement (4 + 3), where 4=“Strongly agree” and 1=“Strongly disagree”
Agreement that the site had the information needed ranged from 87% in North Fraser assessment region to 67% in the Kootenays. Property owners in the Capital assessment region were most likely to agree (88%) that it was easy to find what they were looking for on the website, compared to 71% in the Kootenays assessment region.
Client Satisfaction Survey – Residential Property Owners July 2010
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SECTION 5: BC ASSESSMENT WEB SERVICES
Usage of the “e-valueBC” feature was 54% in 2010, down from 62% in 2009
Figure 20 shows that more than half (54%) of visitors to the BC Assessment website indicated that they had used the “e-valueBC” feature in 2010. Usage was down across all three cohorts in 2010, particularly among those who had their properties inspected in the past year. Usage of the “e-valueBC” feature ranged from 44% in North Fraser to 59% in the Capital and Vancouver Island assessment regions. The “e-valueBC” feature was previously branded as the Assessments and Sales by Address feature. Figure 20: Use of "e-valueBC" Total 2009
62%
Total 2010
54%
Appealed 2009
60%
Appealed 2010
51%
Inspected 2009
60%
Inspected 2010
44%
Inquiried 2009
62%
Inquiried 2010
55%
Table 12 reports that the e-valueBC feature is considered both useful (85%) and easy to use (89%) by a large majority of residential property owners. Just over two-thirds (67%) of respondents indicated that it provided the information they needed, down from 72% in 2009. Results were highest among residential property owners who had their properties inspected in the past year. Table 12: Agreement* with Quality Indicators for e-valueBC (Assessments and Sales by Address) Quality Indicator
∆
Total
Appealed
Inspected
Inquired
2009
2010
2009
2010
2009
2010
2009
2010
Useful feature
↓
92%
85%
90%
85%
95%
93%
92%
84%
Easy to use
↑
87%
89%
87%
91%
91%
89%
87%
88%
Provided information I required
↓
72%
67%
69%
65%
76%
76%
71%
66%
* Combined agreement (4 + 3), where 4=“Strongly agree” and 1=“Strongly disagree”
Client Satisfaction Survey – Residential Property Owners July 2010
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SECTION 5: BC ASSESSMENT WEB SERVICES •
Combined agreement that the feature is useful ranged from 73% in The North to 93% in the Fraser Valley assessment region.
•
Combined agreement that the feature is easy to use ranged from 63% in the Kootenays to 97% in the Thompson/Cariboo assessment region.
•
Combined agreement that the feature provided the information required ranged from 44% in the Kootenays to 78% in the Fraser Valley assessment region.
Respondents who had visited the BC Assessment website were asked if they had used the website service that provides free information about properties that have been sold, which is available between January 1 and March 15. Overall, 49% (vs. 45% in 2009) of website visitors said they had used this feature in 2010. Usage increased for all three cohort groups in 2010, particularly among those who had filed an appeal in the past year. Figure 21: Use of Free Website Information on Properties Sold between January 1 & March 15
45%
Total
49% 48%
Appealed
58%
2009 2010
Inspected
31% 35%
Inquired
•
47% 50%
Use of the free website information service was fairly evenly distributed across assessment regions, ranging from 43% in The North to 55% in Vancouver Sea-to-Sky.
Client Satisfaction Survey – Residential Property Owners July 2010
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SECTION 5: BC ASSESSMENT WEB SERVICES Residential property owners who participated in the survey were asked to provide comments or suggestions as to how to improve BC Assessment’s online services. Of the 255 property owners (vs. 271 in 2009) who provided a response, the comments given most often were (more than one response was permitted): -
“Have year-round access” (20%, down from 31%); “Have a more user friendly website” (16%, down from 28%); and “Have better knowledge/access to information” (18%, down from 23%).
5.2 Final Comments & Suggestions (Q49) 30% of residential property owners surveyed felt that BC Assessment should provide a better assessment process For 2009, respondents were asked if they would like to provide any final comments or suggestions for BC Assessment. The top priority among residential property owners was a better assessment process, identified by 30% of respondents.
Figure 22: Final Comments and Suggestions 20%
Better assessment process
30% 12% 13%
Provide reasoning behind asssessments
Better customer service
9% 5%
2009
Better knowledge/information
9% 11%
Physically inspect the property
9% 11%
More current information
8% 3%
Client Satisfaction Survey – Residential Property Owners July 2010
2010
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Appendices
APPENDIX A: STATISTICAL TABLES (pdf) APPENDIX B: SURVEY INSTRUMENT (pdf)
Client Satisfaction Survey – Residential Property Owners July 2010
