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Michelle Lattimore
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Michelle Lattimore
2016-12-08 15:49
The client satisfaction survey is done every two years. We started in 2013. For us, 2015 was the first opportunity we had to really look back and compare performance over previous years.
In 2015, 85% of our clients reported being very satisfied with our service. That was down 1% from 2013; however, there was a notable increase in satisfaction for those who were granted citizenship, likely thanks to processing times, which had sped up considerably for these clients.
The satisfaction survey results are based on responses from about 3,700 applicants. These are applicants who have completed the service with the department. It's a response rate of about 11%, so it's still low, but certainly within expectations. There is a margin of error of only about 1%.
One of the important pieces that we implemented based on feedback from the 2015 survey is actually the processing times calculator that ADM Orr referred to recently. Clients told us in the 2015 survey that they were very frustrated that they couldn't get accurate information about processing times online. We were able to implement changes to that just at the end of last year, actually, and we have seen quite favourable results from clients as a result.
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