Satisfaction with Service Delivery Channels - Image Descriptions

Reasons for Calling 1-800 O’Canada
Obtain program info: 42%
General info: 16%
Program application info: 15%
Obtain gov’t form: 11%
Info/clarity on benefits received: 8%
Update info: 6%
Obtain gov’t publication: 5%
Inquire on application status: 4%
Discuss applications outcome: 1%
Submit EI claim report: 1%

 

Satisfaction with overall quality of 1-800 O’Canada Service
(5-points scale; 5 very satisfied, 1= very dissatisfied)
5: 74%
4:18%
3: 5%
2: 2%
1: 1%

 

Perceptions of 1-800 O’Canada Service
(5-point scale; 5= strongly agree, 1- strongly disagree)

Able to get needed info:
5: 75%
4: 15%
3: 4%
2: 1%
1: 3%

Able to reach agent easily:
5: 69%
4: 19%
3: 7%
2: 3%
1: 2%

Govt. phone # easy to find:
5: 73
4: 14%
3: 5%
2: 4%
1: 3%

Reasons for contacting Service Canada by phone (NOT including 1-800 O’Canada)
Obtain program info: 33%
Program application info: 20%
Submit EI claim report:13%
Info/clarity on benefits received: 12%
Obtain gov’t form: 7%
Update info:7%
Inquire on application outcome: 7%
General info: 5%
Discuss application outcome: 2%
Info related to appeal: 2%
Discuss appeal status/outcome: 1%
Obtain gov’t publication: 1%

 

Satisfaction with overall quality of 1-800 O’Canada Service
(NOT including 1-800 O’Canada)
5: 49%
4:29%
3:12%
2: 4%
1: 4%

 

Reasons NOT Satisfied with Telephone Service
(NOT including 1-800 O’Canada)
Bounced around: 26%
Problems w / automated system: 23%
Unable to get EI info: 14%
Unable to get info in general: 13%
Unable to get CPP info: 7%
Unable to get online service info: 5%
Unable to submit EI claimant report: 5%
Unable to get info on updating personal info: 4%
Unable to get SIN info: 3%
Unable to get OAS info: 1%
Other: 3%

 

Perception of telephone service (NOT including 1-800 O’Canada)

Able to get needed info:
5: 54%
4: 27%
3:9%
2:4%
1:5%

Govt. phone # easy to find:
5: 53%
4: 21%
3: 12%
2: 6%
1: 6%

Able to reach agent easily:
5: 36%
4: 24%
3: 17%
2: 9%
1: 11%

 

Satisfaction with overall quality of telephone services
(5-points scale; 5 very satisfied, 1= very dissatisfied)
1-800 O’Canada:
5: 74%
4: 18%
3: 5%
2: 2%
1: 1%

Other phone service:
5: 49%
4: 29%
3: 12%
2: 4%
1: 4%

 

Reasons for visiting GoC website

Obtain program info: 43%
View/Obtain EI benefits info: 20%
Use job ads/Job Bank: 12%
Submit EI claimant report: 10%
Apply for EI: 10%
Obtain gov’t form: 8%
Obtain contact info: 4%
Info on SC programs: 4%
Update info: 2%
View CPP SOC: 1%
Update using VUPI: 1%
CPP/OAS application: 1%
View CPP/OAS/EI tax slips: 1%
Obtain gov’t publication: 1%
Other: 2%

 

Visit service Canada website?
Can’t recall: 13%
Yes: 54%
No: 29%

 

Satisfaction with overall quality of internet service
(5-points scale; 5 very satisfied, 1= very dissatisfied)

SC Website:
5: 49%
4: 30%
3: 14%
2: 4%
1: 0%

GoC website:
5: 37%
4: 30%
3: 14%
2: 4%
1: 1%

 

Perceptions of GoC Website
(5-point scale; 5= strongly agree, 1- strongly disagree)

SC website:
Site had info needed: 83%
Visually appealing: 66%
Easy to find info: 66%

GoC website:
Site had info needed: 80%
Visually appealing: 70%
Easy to find info: 68%

 

Reasons for visiting service Canada Office

Apply for gov’t program: 27%
Apply for/get SIN: 22%
Obtain program info: 16%
Obtain gov’t form: 9%
Apply for passport: 8%
Submit EI claimant: 6%
Paper work (sign/fill): 5%
Info/clarity on benefits: 5%
Update info: 4%
Application status: 4%
Use job ads/job bank: 3%
CPP/OAS related: 3%
Employment training: 2%
Discuss application: 1%
Attend EI group session: 1%
Other: 2%

 

Satisfaction with overall quality of In-person service
(5-points scale; 5 very satisfied, 1= very dissatisfied)

5: 57%
4: 29%
3: 8%
2: 2%
1: 2%

 

Reasons NOT satisfied with In-person service

Problems w/staff: 59%
Unable to get EI info: 15%
Unable to get SIN info: 9%
Unable to update personal info: 1%
Other: 14%

 

Perceptions of In-person service
(5-point scale; 5= strongly agree, 1- strongly disagree)

Received needed info:
5: 66%
4: 24%
3: 4%
2: 2%
1: 1%

Services hours convenient:
5: 54%
4: 26%
3: 8%
2: 5%
1: 3%

Reasonable wait for service:
5: 48%
4: 29%
3: 9%
2: 6%
1: 4%

Seen on time w/appointment
5: 30%
4: 11%
3: 5%
2: 1%
1: 1%

 

Preferred extended hours of in-person service
Early Opening (7:30-8:00 am): 3%
Late Opening (4:00-8:00 pm): 63%
Saturday Opening (9:00 to noon): 31%

 

Reasons for contacting Service Canada by mail/fax

Apply for gov’t prgm: 47%
Info to apply for gov’t prgm: 17%
Update personal info: 9%
Obtain info/clarity on benefits: 7%
Application/decision status: 4%
Submit EI claimant report: 4%
File an appeal: 4%
General info: 4%
CPP/Disability inquiries: 4%
Apply for passport: 3%
Discuss appeal: 1%
Obtain labour market info: 1%
Obtain info for appealing: 1%
Other: 2%

 

Satisfaction with overall quality of mail/fax service:
(5-points scale; 5 very satisfied, 1= very dissatisfied)

5: 52%
4: 27%
3: 10%
2: 5%
1: 2%

 

Reasons for using email to contact service Canada

Locate specific info: 24%
Info on applying for benefits: 21%
General info: 19%
Apply online: 10%
Application status: 9%
Find specific gov’t form: 4%
Help w/SC online service: 3%
Assistance with logging in: 2%
Lodge a complaint: 1%
Find a SC centre: 1%
PAC info: 1%

 

Where did you get email address?

Website contact page: 48%
In-person contact: 18%
Mail: 9%
Phone inquiry: 8%
Brochure: 6%
Search engine: 4%
Ad: 1%

 

Satisfaction with overall quality of service received via email
(5-points scale; 5 very satisfied, 1= very dissatisfied)

5: 38%
4: 43%
3: 6%
2: 3%
1: 1%

 

1-800 O’Canada:
5: 74%
4: 18%
3: 5%
2: 2%
1: 1%

In-person service:
5: 57%
4: 29%
3: 8%
2: 2%
1: 2%

Email service:
5: 38%
4: 43%
3: 6%
2: 3%
1: 1%

Mail/fax service:
5: 52%
4: 27%
3: 10
2: 5%
1: 2%

SC Website:
5: 49%
4: 30%
3: 14%
2: 4%
1: 0%

Other phone service:
5: 49%
4: 29%
3: 12%
2: 4%
1: 4%

GoC websites:
5: 37%
4: 41%
3: 14%
2: 5%
1: 1%