Service Canada Public Opinion Research

Public opinion research is one way for Service Canada to check in with Canadians. We're asking questions and sharing ideas so we can better understand the needs and views of all citizens in order to provide the right types of programs and services.

Look below for brief descriptions of our Public Opinion Research. You may consult the final reports and their executive summaries which are available on the Library and Archives Canada Web site.

• Client Satisfaction Research
• Baseline surveys 
• Education and Training 
• Employment 
• Health 
• Housing 
• Immigration 
• Income Assistance 
• Legal Assistance 
• Communications 
• Service to Canadians 

Client Satisfaction Research

• Service Canada Client Satisfaction Survey: 2008 Survey; final report delivered June 2008. The findings presented in this report are drawn from the second Service Canada Client Satisfaction Survey, conducted for the Office for Client Satisfaction. This research examined perceptions of service quality among Service Canada clients on the Employment Insurance Program (EI), Canada Pension Plan (CPP) and Old Age Security (OAS) Programs, Employment Programs (EPB), and Social Insurance Number (SIN).
  • Amicus #34416355
  
  
• Client Satisfaction Research: 2006 Baseline Study (SC); final report delivered June 2006. This research examined perceptions of service quality among Service Canada clients on the Employment Insurance Program (EI), Canada Pension Plan (CPP) and Old Age Security (OAS) Programs, Employment Programs (EPB), and Social Insurance Number (SIN).
  • Amicus # 33100038

Baseline Surveys

• Service Canada: Awareness Baseline Study; final report delivered May 31, 2006. The goal of this research was to establish a baseline measurement for awareness of Service Canada among the general public.
  • Amicus # 32809064

Education and Training

• Service Canada Assessment of Changes to the Administration of Grants and Contributions, 2006; final report delivered on April 2007. The purpose of the research was to assess the impact of the changes to the administration of the program in two specific areas: 1) on relationships with sponsoring organizations, and 2) on the administrative burden placed on Service Canada program delivery staff and sponsoring organizations.
  • Amicus # 33600355
  
  
• T&C Web Site and the Information Needs of Intermediaries; The overall purpose of this research study was to uncover the needs of intermediaries, including career and employment counsellors and to determine how well the T&C Cluster as is, meets their needs.
  • Amicus # 32602293

Employment

• Awareness and Use of Service Canada's Record of Employment (ROE) Web service; final report delivered August 2006. This report examines how Canadian businesses view the new ROE Web service compared to the traditional paper process.
  • Amicus # 32879305

Health

No reports containing this subject at this time

Housing

No reports containing this subject at this time

Immigration

• Immigrant Labour Market Information Needs and Satisfaction Focus Groups; final report delivered May 29, 2006. The goal of this study was to get a better understanding of the labour market information needs of new immigrants.
  • Amicus # 3285145

Income Assistance

• EI Service Delivery Concept Testing; final report delivered May 2005. The goal of this study was to get feedback from clients on clarity of language for the Employment Insurance (EI) program.
  • Amicus # 32347344

• 2006 CPP Contributors Survey; final report delivered April 2006. This project assessed the public's awareness about Service Canada, the recall of information mailed out to CPP contributors, and their general attitudes and behaviours.
  • Amicus # 33084617
    

Legal Assistance

No reports containing this subject at this time

Communications

2008

• Service to Canadians advertising campaign; post-campaign evaluation research, final report delivered April 2008. Research was conducted to evaluate the effectiveness of the national Service to Canadians advertising campaign, which ran from late September 2007 to the end of March 2008. The survey also explored issues related to the awareness and perceptions of Service Canada, identity theft, and the Social Insurance Number.
  • Amicus #34349061

2007

• Service Canada Spring 2007 Advertising Research; final report delivered on June 2007. The intention of this research was to measure awareness, recall and impact of the advertisements among members of the Canadian general public, who are permanent Canadian residents 18 years of age or older.
  • Amicus # 33562297
  
  
• Television Advertising Script Testing; final report delivered August 2007. The purpose of the research study was to test several proposed concepts which were being considered for the second flight of an awareness television advertising campaign planned for the fall of 2007. The focus groups tested participant reactions to the language and the scenarios depicted in the preliminary advertising scripts.
  • Amicus # 33600372
  
  

2006

• Service Canada Advertising Recall Survey; final report delivered May 30, 2006. The goal of this research was to asses the effectiveness of the first Service Canada advertisement campaign to create awareness about the organization.
  • Amicus # 32809066
  
  
• Focus Group Findings on Service Canada Branding and Service Issues; final report delivered March 31, 2006. The goal of this research was to get input from the Canadian public to help guide the development of the Service Canada marketing strategy.
  • Amicus # 32851726
  
  
• Communications Testing for the Office for Client Satisfaction and Service Canada; final report delivered January 6, 2006. This research tested four advertising concepts for Service Canada, and the effectiveness among the general public of communications initiatives developed for the Office for Client Satisfaction.
  • Amicus # 32809067
  
  

2005

• Assessment of Communications Products; final report delivered on October 7, 2005. This research investigated Canadians' overall attitude towards Service Canada communications materials such as the Citizens Charter and taglines being developed for the launch and promotion of Service Canada.
  • Amicus # 32329739
  
  
• Qualitative Testing of Service Canada Communications Material; final report delivered October 2005. This research explored various concepts and supporting messages developed for Service Canada's Service Standards and the Office for Client Satisfaction.
  • Amicus # 32396760

Service to Canadians

2008

• Service Canada Client Satisfaction Survey: 2008 Survey; final report delivered June 2008. This report presents findings from the second Service Canada Client Satisfaction Survey. The survey questionnaire was designed to allow for tracking from the initial 2006 survey to measure awareness of Service Canada, satisfaction with the overall service received, preferred service channels, and the convenience of in-person service.
  • Amicus #34416355

• Service Canada Service Standards Renewal; final report delivered May 2008. This research examined client perspectives and gauged expectations on renewed service standards.
  • Amicus #34349089

• Public Preferences for Hours of Service in Service Canada Centres; final report delivered March 2008. This project examined public preferences for hours of service in Service Canada Centres.
  • Amicus #34223364

• Interactive Voice Response Usability Testing; final report delivered May 2008. This study assessed the effectiveness of the Interactive Voice Response (IVR) system, and evaluated its ease of use.
  • Amicus #34310507

• North of 60 Omnibus Research; final report delivered March 31, 2008. This research sought to assess the awareness of and experience with Service Canada among Canadians living north of the 60^th parallel.
  • Amicus #34246876

2006

• Testing the Canada Site Redesign; final report delivered May 31, 2006. The goal of this research was to get input from the Canadian public on the proposed redesign of the Canada site.
  • Amicus # 32879270
  
  
• Results of the Service Canada User Satisfaction Survey - LaSalle Office; final report delivered May 2006. The goal of this study was to asses how satisfied users were with the new service delivery model of the Service Canada Centre in LaSalle, Quebec.
  • Amicus # 33036028
  
  
• Perceptions and usability of My Service Canada Account; final report delivered April 2006. This research investigated the public's perception of new online services for processing and recording such benefits as the Canada Pension Plan (CPP), Old Age Security (OAS) and Employment Insurance (EI).
  • Amicus # 32860453
  
  
• Assessment of Service Canada Mobile Services in L'Anse St-Jean and Lamarche; final report delivered March 2006. This study was designed to assess Canadians' needs and measure how satisfied the public has been with the service in regional Service Canada Centres.
  • Amicus # 32851737
  
  
• Needs Assessment: Service Needs of Persons with Visual and Mobility Impairment; final report delivered March 2006. The goal of this study was to assess the needs of persons with disabilities in dealing with the Government of Canada by all means - phone, Web and in person.
  • Amicus # 32851733
  
  
• Usability Testing with Persons with Disabilities: PWD Online; final report delivered March 2006. The purpose of this research was to see if the new PWD Online service is meeting the needs of persons with disabilities, their families, caregivers and service providers.
  • Amicus # 32851720
    

2005

• Youth.gc.ca and Youth Connection Forum Usability Testing; final report delivered December 23, 2005. The goal of this study was to get input from young Canadians on the Youth.gc.ca homepage and the Youth Connection Forum features.
  • Amicus # 32456831
  
  
• My Service Canada Account Website Testing; final report delivered October 2005. This research looked for Canadians' input about My Service Canada Account, how well the Web site functions, and how easy it is to navigate.
  • Amicus # 32443050
  
  
• Qualitative Examination of Service Canada Issues; final report delivered October 2005. The purpose of this study was to address a number of outstanding communications issues prior to the launch of Service Canada.
  • Amicus # 32329758