Service Canada Client Satisfaction Survey: 2008 Survey

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Service Approach

There appears to be some unmet potential in terms of Service Canada’s “bundling” approach to service delivery. While one in four (23%) clients replied that staff did inform them of other programs, services or information that might be of value to them, six in ten (58%) said that they did not.

When informed of the one-stop access approach to service delivery, clients lean strongly towards saying that this approach has a positive impact on their service experience, with six in ten (57%) holding this view versus one in three (33%) who say it has no impact.

Service Approach chart

  • The number of those who replied that staff had informed them of other service offerings increases with the number of programs accessed, service channels used and frequency of contact;
  • We also find 1 800 O-Canada, EAP and CPPD clients more likely to report that staff informed them of others programs, services and information;
  • Newcomers to Canada are somewhat more likely to report having been informed of other service offerings.