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Michelle Lattimore
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Michelle Lattimore
2016-12-08 15:43
Thank you.
It's true that we collect information from our clients in a variety of ways. We're certainly looking to expand more in that direction, because we know that at the end of the day the clients are the real source of insight for us into where we need to be investing. We do know that clients become frustrated with us. They send us web forms, and we received about 5,000 complaints last year. We act on those. We have a group of analysts who look at that information and feed it back throughout the department so that we can ensure there's an ongoing feedback loop that helps us to inform programs moving forward.
We also collect a significant amount of data at the call centre. We look at our top complaints. We understand what people are calling us about. Generally speaking, about 50% of the calls we get at our call centre are about case status. That's really given us an indication that we need to do more work to get people case status information as quickly as we can.
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