commits the Government of Canada to achieve a significant, quantifiable improvement in client satisfaction with its services over the next five years. To deliver on this commitment, the Treasury Board has approved a five-year
with a target of a minimum 10% improvement in Canadians' satisfaction with the delivery of key Government services by 2005.
A 2004 client satisfaction survey conducted on ACOA’s behalf measured 36 aspects of service delivery in three core areas:
.
Since the first survey, the Agency has taken steps to improve service to its clients. This is evident when comparing the following core indicators which measure outcomes. These indicators facilitate benchmarking and comparing results across organizations.
| Survey Satisfaction Indicators: | 2004 Survey | 2002 Survey |
| Ease of contacting ACOA personnel | 88.4 % | 65.0 % |
| Business knowledge of personnel | 86.2 % | 58.4 % |
| Fairness of application process | 76.6 % | 42.2% |
| Staff went the extra mile to get what I needed | 73.9% | |
| It was easy to find out/looking on Web Site | 74.5% | |
| The site was visually appealing | 60.2% | |
| The site had the information I needed | 69.5% | |
| I felt confident that my privacy was protected | 83.2% | |
| Did you get what you needed? | 80.7% | |
| How satisfied were you with the service received? | 81.8% | 83.6% |
