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  • Create Date September 13, 2021
  • Last Updated September 13, 2021

In July 2017, MNP was engaged to conduct a third-party review of BC Ferries’ Customer Satisfaction Tracking Survey (CST) on behalf of the BC Ferries Commissioner (BCFC). MNP worked collaboratively with BC Ferries, the BCFC, and several stakeholders to collect and analyse information related to the CST. The BC Ferries’ CST Survey has been conducted annually since 2003. MNP reviewed the annual surveys, execution methodology and resulting information for all available data from 2003 to present, and supplemented that analysis with primary and secondary research to develop this report. Following is a summary of MNP’s responses to the overarching questions used for the review as well as future considerations for potential improvement that are expanded upon throughout this report.

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