How do leadership and CHIMA communicate with stakeholders, including membership, and what are the channels if people have a question?
Answer: We follow our organization’s Customer Service Policy which is designed to provide a transparent resolution process for your service needs; your needs are reviewed thoroughly, considering all facts surrounding each case.
CHIMA engages in a professional and collaborative communication style within this Customer Service Policy. If stakeholders begin to exhibit signs of aggression, promoting disinformation, or other forms of more assertive behaviour, then a more structured approach to communication is leveraged to resolve inquiries within this policy framework.
99.9% of customer service requests are resolved without escalation, which has yielded a higher customer satisfaction in recent years. As noted in the FY2023-2024 accountability report, our live chat service rating of 93 Net-Promotor-Score is considered world-class.
