Service Canada's client experience research 2023-24 : qualitative findings report / prepared for Employment and Social Development Canada (ESDC).: Em4-23/1-2024E-PDF

"The annual Service Canada Client Experience (CX) Survey measures the end-to-end service experience delivered by Service Canada and tracks the impact of service delivery change on clients’ ability to access federal programs and satisfaction with the federal programs. The 2023-24 CX Survey is the seventh annual wave. The project is conducted in two phases: an initial quantitative survey followed by a qualitative phase of research. The research objectives for the 2023-24 CX qualitative component focused on: level of ease/difficulty; service barriers encountered and improvements; resources used when applying to a statutory program and for EI clients only job search experiences; program-specific and non-program specific “life events”; and online “life events” service hubs. The results from the qualitative research will contribute to broader efforts at enhancing client experience, improving service delivery and operational efficiency at Service Canada. Included in the report are suggested improvements and actionable insights covering the client journeys in each of the five statutory programs, as well as two topics under special investigation: EI Claimant Information Sessions and the life events online information hubs"--Executive summary, Background, objectives and methodology, page 4.

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publications.gc.ca/pub?id=9.946665&sl=0

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