DEMOGRAPHIC VARIATIONS

This section presents demographic differences for key issues explored in the survey. This includes variations based on gender, language, education, and region. For the purposes of this analysis, demographic characteristics have been grouped as follows (the number of respondents in each group is identified in brackets):

Gender:

• Male (N = 1,709)
• Female (N = 2,314)

Language (mother tongue):

• Anglophone (N = 2,579)
• Francophone (N = 822)
• Other (Allophones) (N = 565)

Education:

• High school education or less (N = 1,693)
• Some post-secondary education (N = 538)
• Post-secondary graduate (N = 1,757)

Region:

• Atlantic (N = 529)
• Quebec (N = 678)
• Ontario (N = 1,539)
• Prairies (N = 640)
• B.C. (N = 590)

Overview

Differences were most evident in relation to education, language and region. Moreover, while patterns were evident within each of these subgroups, they tended to pertain to specific issues rather than applying generally. By contrast, gender-based differences tended to be small both in relation to behaviour and perceptions of service.

Differences based on education were more evident regarding behaviour than perceptions. The likelihood of initiating contact regarding EI increased noticeably with education, while contact regarding OAS and CPP Retirement decreased as education increased. Use of the Internet to contact Service Canada increased noticeably with education. Those with more education were most likely to be multiple channel users and to have had multiple contacts. By contrast, differences in overall satisfaction with service were small, as were differences in satisfaction with specific services. While strongly positive feedback on 13 of 15 aspects of service decreased as education increased, the decline was relatively small in most areas(6-9% range).

Francophones were most likely to have limited interaction with Service Canada. They were most likely to have used a single channel, initiated a single contact, and initiated contact regarding a single service. Differences in overall satisfaction with service were small, but differences regarding specific aspects of service followed a consistent pattern. On 14 of 15 service-related issues, Francophones were most likely to be strongly positive, followed in each instance by Anglophones, then Allophones. The differences were widest in five areas: knowledge and competence of staff, fair treatment, staff courteousness, being informed of everything that needed to be done to receive service and knowing what to do in the event of a problem or question. Despite this, Allophones were most likely to attribute a positive impact on quality of service to the new service model represented by Service Canada.

Regional differences in behaviour were sometimes wide but followed no distinct pattern. That said, clients from  Quebec were most likely to have used a single channel and to have contacted Service Canada only once. Differences in overall satisfaction with service were small. As well, differences regarding most aspects of service did not tend to be large (9-15% across regions), though they did follow a pattern. On most issues, strongly positive feedback was highest in Quebec, followed by the Atlantic region, and lowest in Ontario.

Minimal Differences in Overall Satisfaction Across Demographic Groups & Regions

There were minimal differences in the levels of satisfaction with the overall quality of service received across the different demographic groups and regions of the country. Men and women were almost equally likely to express satisfaction with the overall quality of service received from Service Canada during the previous six months (83-85%). As well, satisfaction was similar across all linguistic groups (82-85%), although Francophones and Anglophones were more likely to express strong satisfaction (56% each vs. 51% of Others). In terms of education, overall satisfaction levels were similar (82-85%), although those with less formal education were more likely to express strong satisfaction (61% vs. 50-51% of others). Satisfaction was also similar across all regions (83-86%). When it came to expressions of strong satisfaction, however, the differences were more pronounced, ranging from 60% in the Atlantic region to 52% in Ontario.

Levels of dissatisfaction with the overall quality of service ranged from 5-8%.

D

D

Q25: How satisfied were you with the overall quality of service you received from Service Canada related to [insert program/service] during the last six months?

Variations in Other Key Areas

Gender

Reasons for Contacting Service Canada

Men were more likely to contact Service Canada regarding EI (47% vs. 41%), while women were more likely to contact it regarding a SIN (26% vs. 19%). Women were also more likely to use the 1-800 O’Canada phone line (26% vs. 21%).

Service Channels Used

Men and women were similarly likely to use the various service channels to contact Service Canada during the past six months. Men and women did not differ in the number of channels used to contact Service Canada, nor did they differ to any extent in terms of total number of contacts across all channels (including the Internet).

Number of Services Used

There was very little difference between men and women regarding the number of services for which they contacted Service Canada.

Perceptions of Service

While women were more likely to provide strongly positive feedback for all 15 service- related issues, differences tended to be small (most often not exceeding 4%). The exceptions included responsiveness of staff to needs (59% vs. 54%), receiving consistent information or advice (55% vs. 49%), and confidence that any personal information provided would remain confidential (58% vs. 52%). Men and women were almost equally likely to provide negative feedback regarding each aspect of service.

Problems with Service

Men and women were equally likely to encounter problems with service during the past six months.

Satisfaction With Specific Programs/Services

Men and women were similarly likely to express satisfaction with the overall quality of service received for most services, with one exception: men were more likely to express satisfaction with service related to a CPP Retirement pension (89% vs. 81%). Differences regarding other services did not exceed 4%.

Perceived Impact of Service Model on Quality of Service

Men and women expressed similar views regarding the perceived impact of the new model of service delivery represented by Service Canada.

Language

Reasons for Contacting Service Canada

Anglophones and those whose mother tongue is not English or French were more likely to contact Service Canada regarding a CPP Retirement pension (16-19% vs. 12% of Francophones). They were also more likely to have called 1-800 O’Canada (26-28% vs. 17% of Francophones). Those whose mother tongue is not English or French were the most likely to make contact regarding Employment Programs/Assistance, a passport, and a SIN.

Service Channels Used

Respondents, regardless of language, were similarly likely to have used the phone, mail/fax, and email to communicate with Service Canada. Those whose mother tongue is not English or French were most likely to have used in-person contact (46% vs. 40% of Anglophones and 33% of Francophones), while Anglophones and Allophones were most likely to have used the Internet (37-39% vs. 33% of Francophones).

A majority of Francophones and Allophones used a single channel to contact Service Canada during the past six months (54-60% vs. 49% of Anglophones). Anglophones were most likely to be multiple channel users (22% using 3 channels or more vs. 17% of Allophones and 13% of Francophones).

In terms of total contacts across all channels, Francophones were most likely to have made only one contact (30% vs. 24% of others). Anglophones were most likely to have made contact four times or more (51% vs. 47% of Allophones and 42% of Francophones).

Number of Services Used

Francophones were noticeably more likely to have contacted Service Canada regarding a single service during the past six months (66% vs. 47-50% of others). Allophones were most likely to have initiated contact regarding three or more services (26% vs. 21% of Anglophones and 13% of Francophones).

Perceptions of Service

Respondents, regardless of language, were similarly likely to strongly agree that they were confident that any information they provided would remain confidential (53-56%). However, regarding the other 14 service-related issues, Francophones were always most likely to provide strongly positive feedback, followed by Anglophones then Allophones. The differences in strongly positive feedback were widest regarding the following:

• The perceived knowledge and competence of staff (from 63% of Francophones to 50% of Allophones).
• Fair treatment (from 73-58%).
• Staff courteousness (from 70-54%).
• Being informed of everything that needed to be done to receive service (from 65-54%)
• Knowing what to do in the event of a problem or question (from 57-46%).

Within this same pattern, Francophones and Anglophones were more likely to strongly agree that they received service in the official language of choice (86-88% vs. 76% of Allophones) and consistent information or advice (54-57% vs. 43% of Allophones).

Problems with Service

The likelihood of encountering problems with service during the previous six months did not vary by language.

Satisfaction With Specific Programs/Services

Respondents, regardless of language, were similarly likely to express satisfaction with the overall quality of service related to EI (78-81%), though Francophones were most likely to express strong satisfaction (51% vs. 43-45% of others). Anglophone and Allophones expressed similar levels of satisfaction with service related to a CPP Retirement pension (84-86%). Francophones were not included in the latter comparison due to the small number who contacted Service Canada for this (n = 42). Satisfaction regarding other services varied. Satisfaction with service related to Employment Programs/Assistance varied widely (from 86% of Francophones, to 73% of Anglophones to 62% of Allophones). Francophones and Anglophones were more likely to express satisfaction with service related to a passport (83-86% vs. 76% of Allophones), and slightly more likexpress satisfaction with 1-800 O’Canada (90% each vs. 86% of Allophones). Anglophones were most likely to express satisfaction regarding OAS (88%) and a SIN (92%).

Perceived Impact of Service Model on Quality of Service

Allophones were somewhat more likely to attribute a positive impact on quality of service to the new model of service delivery represented by Service Canada (61% vs. 48% of Francophones and Anglophones). Francophones and Anglophones were most likely to attribute no impact on quality of service to the service delivery model (39-41% vs. 24% of Allophones).

Education

Reasons for Contacting Service Canada

The likelihood of contacting Service Canada regarding EI increased with education (from 36-51%), while the likelihood of contacting it regarding the OAS and CPP Retirement decreased with education (from 23-14% for the OAS, and 21-13% for a CPP Retirement pension).Those with less formal education (i.e. high school or less) were most likely to initiate contact regarding the GIS (17% vs. 11% of others).

Service Channels Used

Respondents, regardless of level of education, were similarly likely to have used the phone, mail/fax, and email to communicate with Service Canada, though the use of email increased slightly with education (from 7-12%). Use of the Internet increased much more noticeably with education (from 26-49%), and those with the most formal education were the most likely to have visited an office (43% vs. 36-37% of others).

The likelihood of having used a single channel to contact Service Canada during the past six months was highest among those with less formal education and decreased as level of education increased (from 61-44%). Those with more formal education (i.e. at least some post-secondary education) were more likely to be multiple channel users (23-24% using 3 channels or more vs. 13% of those with high school education or less).

Those with less formal education were most likely to have made only one contact during the past six months (31% vs. 21-22% of others). Those with more formal education were most likely to have made contact four times or more (53-55% vs. 40% of those with high school or less).

Number of Services Used

There was little difference by education regarding the number of services for which respondents contacted Service Canada.

Perceptions of Service

For 13 of 15 service-related issues, strong satisfaction decreased as education increased. In most areas, the decline in strongly positive feedback was moderate (6-9% range). The exceptions related to satisfaction with the amount of time it took to get service (from 55% of those with high school education or less to 44% of post-secondary graduates) and the clarity of explanations relating to decisions (from 58-48%). Those with less formal education were also most likely to strongly agree that the information they received was clear and easy to understand (61% vs. 51-53% of others).

Problems with Service

Those with more formal education were slightly more likely to encounter problems with service (14-15% vs. 10% of those with high school education or less).

Satisfaction With Specific Programs/Services

Respondents, regardless of education, were similarly likely to express satisfaction with the overall quality of service related to 1-800 O’Canada, EI, and SIN. As well, differences in satisfaction with service related to CPP Retirement, passport, and Employment Programs/Assistance were relatively small. Satisfaction with service related to the OAS was highest among those with less formal education (89% vs. 81-83% of others).

Perceived Impact of Service Model on Quality of Service

Differences in perceptions of the perceived impact on service of the new model of service delivery represented by Service Canada were small.

Region

Reasons for Contacting Service Canada

Not surprisingly, clients from Quebec were least likely to have contacted Service Canada regarding CPP Retirement (11% vs. 17-21% elsewhere). They were also least likely to have called 1-800 O’Canada (17% vs. 24-31% elsewhere). Clients from the Atlantic region were somewhat more likely to have made contact regarding EI (62% vs. 34-49% elsewhere). Ontario clients were most likely to have initiated contact regarding SIN (30%).

Service Channels Used

Use of the phone to communicate with Service Canada ranged from a high of 70% in the Atlantic region to a low of 59% in Ontario. Use of the Internet ranged from a high of 42% in Ontario to 30% in Quebec. Differences in the use of other channels were relatively small (not exceeding 9% across regions).

Clients from Quebec were the most likely to have used a single channel to contact Service Canada during the previous six months (61% vs. 47-52% elsewhere). Use of multiple channels (i.e. three or more) was similar in all regions (19-22%) except Quebec (12%).

Only in the Atlantic region did a majority (54%) make contact with Service Canada four times or more. The number of clients in other regions to have contacted Service Canada this frequently ranged from 42-49%.

Number of Services Used

In addition to being most likely to have used a single channel to contact Service Canada, Quebec clients were also most likely to initiated contact regarding a single service (65% vs. 47-52% elsewhere). The likelihood of having made contact regarding three or more services was relatively similar in all regions (21-23%) except Quebec (13%).

Perceptions of Service

Difference across regions in strongly positive feedback on service-related issues ranged from 9-15%. On most issues (11 out of 15), strongly positive feedback was highest in Quebec, followed by the Atlantic region. These included the following:

• Knowledge and competence of staff
• Staff responsiveness
• Fair treatment
• Service in official language of choice
• Clarity and ease of understanding of information
• Staff courteousness
• Being informed of everything that had to be done to receive service
• Receiving assistance or being guided to those who could provide it
• Receiving consistent information or advice
• Understanding what to do in the event of a problem or question
• Clarity in explanation of decisions.

Moreover, in most of these areas (8 out of 11) strongly positive feedback was lowest in Ontario.

Clients from the Atlantic region and Quebec were also most likely to strongly agree that staff went the extra mile to give them what they needed (50-52% vs. 41-46% elsewhere), and that they were satisfied with accessibility of service (60-61% vs. 53-55% elsewhere). Clients in all regions except Ontario and the Prairies were similarly likely to strongly agree that they were satisfied with the amount of time it took to get service (53-54% vs. 46% of those in Ontario and the Prairies).

Problems with Service

The likelihood of encountering problems with service during the past six months was similar across regions (11-14%).

Satisfaction With Specific Programs/Services

When interpreting the following results it is important to keep in mind that respondents from Quebec are not included in the comparison for satisfaction with service related to CPP Retirement and Employment Programs/Assistance (due to the small number of eligible respondents from that province). For the same reason, clients from the Atlantic region are not included in the comparison for satisfaction with service related to SIN and 1-800 O’Canada.

Clients, regardless of region, were similarly likely to express satisfaction with the overall quality of service related to 1-800 O’Canada. Beyond that, there were regional differences, with clients from the Atlantic region most likely to express satisfaction with all but one service. This included service related to:

• CPP Retirement (95% vs. 81-85% elsewhere).
• OAS (94% vs. 79-87% elsewhere).
• Employment Programs/Assistance (75% vs. 68-72% elsewhere).
• EI (84% vs. 75-81% elsewhere).
• Passport (89% vs. 82-83% elsewhere).

Satisfaction with service related to SIN was similarly high in all regions (90-94%) except Quebec (83%).

Perceived Impact of Service Model on Quality of Service

Regional differences in perceptions of the impact of the new model of service delivery represented by Service Canada were relatively small. A majority of clients in the Atlantic region and Ontario said the impact was positive (52-54%), compared to 47-49% elsewhere.

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