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We asked. You commented. We listened.

In 2017, the Archives of Ontario conducted a public Customer Service survey to evaluate overall customer satisfaction and to identify key factors currently influencing customer experience at the Archives.
Over 500 people graciously completed the survey. Thank you to everyone for your valued feedback!

The Results
Overall, customer satisfaction ranked very high with 85% of respondents satisfied with the service provided by the Archives of Ontario. Your input also identified the following three areas as opportunities for improvement in our services:

  • Customer Experience and Access
    • 21% of respondents find it difficult to access records at the Archives
  • Increased Digital Content Online
    • 45% of respondents aim to access records online
    • 25% of respondents cited limited “availability of records” as a barrier to access
  • Website Experience
    • 80% of respondents rely on the website and online databases when searching for records
    • 22% of respondents indicated that the website is not easy to navigate

What We Heard
Over the last year, the Archives developed a three-year Customer Experience Strategy to address these areas. The goals of the strategy are to enhance:

  •  Customer Experience and Access
    • Continually improve  user experience and access to collections
  • Increased Digital Content Online
    • Increase availability of popular archival records online
    • Expand digitization of popular collections through partnerships
    • Increase use of social media and YouTube
  • Website Experience 
    • Refresh the look and feel of our public website integrating with other channels
    • Continue to improve our website for French language customers and those  requiring accessible formats 
    • Improve access to the Archives of Ontario web pages by enhancing search engine optimization

What’s Next
Since developing our Customer Experience Strategy, we have:

  • Successfully completed another annual release of marriage and death records online through Ancestry.ca
    • Free access to the records are available in our Reading Room and through Ontario public libraries
  • Provided access to over 50 previously inaccessible sound and moving image records through our YouTube channel
  • Launched a review of our services to determine ways of improving customer access

On a yearly basis, we will be sharing our progress on how we are reaching our goals to enhance your experience with and access to the Archives of Ontario. Stayed tuned!
We also want to keep the conversation going and encourage feedback on how we are doing. If you have any comments or ideas, you are welcome to send them to us by email at: reference@ontario.ca
Thank you!