Library and Archives Canada's service improvement surveys - 2024 : final report / prepared for Library and Archives Canada. : SB4-121/2025E-PDF

"Phoenix Strategic Perspectives (Phoenix SPI) was commissioned by Library and Archives Canada (LAC) to conduct public opinion research to assess perceptions of LAC. LAC's mandate is to acquire, preserve and make accessible the documentary heritage of Canada for present and future generations. To support this mandate, LAC has undertaken client satisfaction research in the past, with its most recent POR study completed in 2017/18. Since LAC has not conducted POR in several years, and the COVID-19 pandemic has affected the way people access public services, new data was required to measure ongoing progress, to establish new benchmarks, and to explore future service offerings. The objective of this POR study was to measure the satisfaction of people who use LAC's programs and services, identifying the interests and motivations of potential new users, and determining how services can be improved to serve all Canadians. The research will enhance LAC's ability to prioritize and plan, ultimately improving the user experience and assisting LAC in focusing its efforts to suit the needs and expectations of potential new users. …"--Executive summary, page 1.

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