Phoenix Strategic Perspectives Inc. was commissioned by Service Canada to conduct a survey of Service Canada clients to assess levels of client satisfaction with the service received during the previous six months.
Service Canada was created in September 2005 to provide enhanced, one-stop service to Canadians, delivered with a strong client-service orientation. Over time, it will bring federal services and benefits together making it easier for Canadians to get more of the help they need in one place, whether by phone, Internet or in person.
Service Canada is in the process of integrating services from a number of federal departments to form a single service delivery network. Over the next three years, Service Canada will continue to enhance and introduce more services with the goal of continuous improvement in service delivery and client satisfaction.
The purpose of this research was to assess perceptions of service quality among Service Canada clients. Perceptions of service quality were obtained for clients of the following services lines/program areas – Employment Insurance (EI), Canada Pension Plan (CPP), Old Age Security (OAS), Employment Programs (EPB), Social Insurance Number (SIN), Passports, and 1-800 O’Canada. The research was designed to obtain a baseline measure of client satisfaction as Service Canada began operations.
More specifically, the research objectives included the following:
The questionnaire incorporated key elements of the Common Measurements Tool (CMT) to enable comparisons of service quality across federal government departments and agencies.
A telephone survey was conducted with 4,023 Service Canada clients, 18 years and older. Based on a sample of this size, the overall results can be considered to be accurate to within +/- 1.6%, 19 times out of 20.
The following specifications applied to this study:
The following table presents call disposition information for this study, including the response rate (using the industry standard formula):
TotalSample | 25895 |
Numbers not in service | 2992 |
Fax modem or Business lines | 532 |
Duplicates | 24 |
Numbers blocked by Phone companies | 30 |
Total functional sample | 22317 |
No answers | 9678 |
Retired numbers (called 10+times) | 912 |
Language difficulty | 749 |
Other | 471 |
Unavailable | 212 |
Total Asked | 10295 |
Refusals | 4163 |
Cooperative Callbacks | 6132 |
Completes | 4041 |
Ineligible | 2091 |
ResponseRate | 27.5% |
ParticipationRate | 49.3% |
Appended to this report are a detailed note on the sample and weighting, and copies of the questionnaire (in French and English).
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