Satisfaction With Overall Service Quality - Image Descriptions

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

5 = 55%
4= 29%
3= 9%
2= 3%
1 = 3%
DK/NR: 1%

Overall Satisfaction: channels/Contacts
1 services channel:
• average: 4.37
• Very Satisfied(5): 60%
• Total Satisfied ( 4/5): 84%

2 services channels:
• average: 4.32
• Very Satisfied(5): 54%
• Total Satisfied ( 4/5): 86%

3+ services channels:
• average: 4.18
• Very Satisfied(5): 46%
• Total Satisfied ( 4/5): 84%

1 contact:
• average: 4.46
• Very Satisfied(5): 63%
• Total Satisfied ( 4/5): 88%

2-3 contacts:
• average: 4.32
• Very Satisfied(5): 57%
• Total Satisfied ( 4/5): 84%

4-10 contacts:
• average: 4.25
• Very Satisfied(5): 53%
• Total Satisfied ( 4/5): 82%

11+ contacts:
• average: 4.20
• Very Satisfied(5): 53%
• Total Satisfied ( 4/5): 82%

Perceptions of Services Received from Service Canada
(5-point scale; 5= strongly agree, 1- strongly disagree)

Served language of choice:
5 = 85%
4= 12%
3= 2%
2= 0%
1 = 1%

Treated fairly:
5 = 65%
4= 22%
3= 6%
2= 2%
1 = 2%

Courteous staff:
5 = 64%
4= 21%
3= 5%
2= 2%
1 = 2%

Fully informed about service:
5 = 59%
4= 24%
3= 8%
2= 4%
1 = 3%

Info clear/easy to understand:
5 = 57
4= 26
3= 9
2= 4
1 = 3

Responsive staff:
5 = 57%
4= 24%
3= 8%
2= 3%
1 = 3%

Satisfied with accessibility:
5 = 56%
4= 25%
3= 9%
2= 4%
1 = 5%

NA = 6%
DK/NR= 1% or less

Perceptions of Service Received (Cont’d)
(5-point scale; 5= strongly agree, 1- strongly disagree)

Staff provided for needs:
5 = 57%
4= 23%
3= 7%
2= 3%
1 = 3%

Knowledgeable/competent staff:
5 =56%
4= 23%
3= 9%
2= 3%
1 = 2%

Clearly explained decisions:
5 = 53%
4= 25%
3= 9%
2= 3%
1 = 4%

Personal info treated confident.:
5 = 55%
4= 22%
3= 14%
2= 3%
1 = 3%

Received consistent info/advice:
5 = 53%
4= 24%
3= 10%
2= 4%
1 = 4%

Clear what to do if problem:
5 = 51%
4= 26%
3= 11%
2= 4%
1 = 4%

Satisfied with timeliness:
5 = 49%
4= 25%
3= 11%
2= 7%
1 = 8%

Staff went extra mile:
5 = 46%
4= 22%
3= 14%
2= 5%
1 = 5%

NA = 1-7%
DK/NR= 2% or less

Did you get what you needed?
Yes, in part: 8%
No: 7%
Yes: 83%

Any Problems with services in the past 6 months?
Yes: 13%
No: 86%

Type of Problems Encountered
Too long to process: 14%
Given conflicting info: 12%
General gov’t errors: 12%
Too long to receive money: 11%
Given incorrect info: 11%
Took to long (general) 9%
No explanations given: 9%
Bounced around: 9%
Busy phone lines: 9%
Problems w/staff: 9%
Trouble with automated message: 7%
Not know where to get info: 6%
Multiple problems: 4%
Didn’t get forms/service: 4%
Not granted funding: 3%
Other: 6%

Problems with services in past 6 moths
1 channel: 10%
2 channels: 12%
3+ channels: 23%

1 contact: 7%
2-3 contacts: 11%
4-10 contacts: 13%
11+ contacts: 23%

Satisfaction with handling of problems
(5-points scale; 5 very satisfied, 1= very dissatisfied)
5: 11%
4: 16%
3: 26%
2: 14%
1: 27%