Service Canada client experience survey 2018-19.: Em4-23/2019E-PDF

"The Client Experience Measurement Project was conducted in two phases. The first phase involved executing the Client Experience (CX) Survey while the second phase included a series of online focus groups and in-depth interviews with clients identified through the quantitative survey. The Client Experience (CX) Survey is intended to track the service experience delivered by Service Canada. In 2017-18, the Citizen Service Branch launched the annual CX Survey to obtain a baseline measurement. In 2018-19, the survey has been used to collect data to contribute to monitoring the service delivery performance of Service Canada, and to inform service transformation. Note that for this wave of the survey considerable space was devoted to gathering information to support transformation decision-making over tracking detailed aspects of the service experience. This change was made for this wave of the survey since the impact of service transformation was not expected to be evident until at least two years of service transformation implementation. The second qualitative phase explored why clients who are used to transacting online choose to use the in-person channel and the extent to which they would or would not shift to using the online channel in response to proposed innovations. The qualitative portion was also used to better understand the service experience among those who encountered a problem or issue or expressed dissatisfaction with their overall experience"--Background and objectives, page 8.

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