Home »
Chamber releases results of business survey
Challenged last year by City of Cranbrook Mayor Wayne Stetski to highlight barriers to doing business in the city and provide recommendation on how those barriers can be removed, the Cranbrook and District Chamber of Commerce embarked on a detailed on-line survey.
Last night (Dec. 10), during the regular meeting of council, chamber president Lana Kirk and second vice-president Dave Butler presented the results of the survey, conducted in September, with 295 respondents, out of the 1,477 business licences issued by the city (20% response rate).
“For a survey of this kind, that is a very impressive response,” Butler told council, adding the chamber is taking the survey results with a focus on “solutions and how we can improve.”
“I am very pleased that we received 295 responses to the on-line survey. I want to sincerely thank business leaders who took the time to complete our survey. The responses came from all sectors of area business, and they ranged from new business, to those which have been operating for more than 20 years,” stated Kirk.
Derived from the survey results are a number of key recommendations to the city, including: the creation of an action plan to improve the service culture for businesses; working with the business community to develop a business liaison position to help new and existing businesses navigate the people and processes necessary to succeed; and work with the business community to take a more aggressive approach on the city’s economic development strategy, including regular progress reporting.
Butler explained the survey questions were created after numerous meetings between committee members. “We wanted the questions to be centred on doing business in Cranbrook, with a focus on municipal, provincial and federal government agencies and departments, as well as asking for input on how to improve the business climate in Cranbrook.
“We would like to point out that responses to these types of surveys are often skewed towards the negative, as those who might be critical or having had a bad experience are more likely to respond than those with a positive experience,” he noted, adding, “It is not our intention to target any individuals, departments or ministries. Our focus is on solutions and ways we can improve the business climate together.”
All but five of the respondents were Cranbrook residents, with two from Kimberley and one each from Creston, Fernie and Calgary.
City departments were a focus of some questions on the survey with respondents asked to indicate what experience they had with them and rate their level of satisfaction.
The city department with the highest approval rating was Finance, with 81% stating satisfaction. Licensing and Permits was next with 77% and Public Works third with 74% satisfied with their efforts. The departments with the three lowest scores were: Economic development, 47%; Corporate Services, 45% and; the lowest, Engineering at 44%.
Customer service and red tape were the most common themes to keep appearing, Butler said. “The cost of doing business, logistics of the departments, long-term planning, timeliness and staff knowledge were other themes that became apparent,” he said.
The survey attracted “hundreds of comments,” Butler continued, explaining they were categorized into key themes.
“A summary of the overall comments found within the survey indicate that businesses do understand the infrastructure challenges of the city. But there are challenges with city staff in the context of the degree to which they are helpful to business. Issued noted related to staff include: evasiveness; attitudes vary; there are specific areas of challenge from some specific staff members (not named); but it should also be noted that there were some staff members singled out as being very good and appreciated by respondents. There is room for improvement with regard to processes at city hall,” Butler read.
“Finally, there seems to be a sense that – in general – there is not a culture of being open to, and supportive of existing and new businesses.”
Survey results also include a list of eight opportunities for improving business and five suggestions to removing the barriers to business in Cranbrook.
The eight most common themes related to improving business are: Identify retail gaps; city and business community must work together; new business such manufacturing, technology, service and value-added enterprises; tourism; College of the Rockies (develop into a university); transportation (become a hub); alternative energy; and buy local.
The five suggestions for removing barriers are: Develop an open for business culture in the city by creating higher levels of service at city hall and within community businesses; taxes/fees (is Cranbrook competitive with other jurisdictions?); College to university; a clear economic vision; and the creation of a business liaison role.
“I think it is clear, there are no magic bullets,” Butler told council.
Council took the chamber survey results to heart.
“There are a number of points there that aren’t surprising,” admitted Mayor Stetski. “The challenge is to implement them on the ground.”
Coun. Bob Whetham said the survey results will give the city “something it can actually work with.”
Coun. Denise Pallesen praised the chamber for its efforts, noting that it would have cost about $30,000 for such a study/survey to be conducted, but the chamber completed it with volunteer efforts.
“We, we’re getting good value for our money with the fee for service with you folks,” she said.
Coun. Gerry Warner said he welcomed the survey results and said he finds it interesting how types of business come and go.
“Two – three years ago there wasn’t a pet store in the city – now there are four. Two to three years ago there wasn’t a sushi place – now there are four,” he noted.
Stetski urged the chamber to make a list and send suggestions to the city on businesses the city needs, because efforts can be made to lure businesses to town to close in the gaps.
Tourism is one area he’d like to see expansion with in Cranbrook.
“We have a world-class tourism opportunity” that can be expanded, he said.
Council directed city administration to draft a report on the survey to give to the chamber (by March) to explain what work is being done or planned based on the report/survey.
To see the full survey results go to: www.cranbrookchamber.com .
Ian Cobb/e-KNOW
