Consultation objectives

Every Fall, Statistics Canada conducts a survey to evaluate satisfaction with regards to its frontline client service. This survey only concerns e-mail and telephone inquiries about products and services, but it excludes inquiries from other surveys’ respondents. The purpose of this survey is to measure the performance of the service offered by our dissemination officers, but also to establish a profile of the clientele and to gather feedback about how to improve our service.

Methodology

An electronic questionnaire is sent to everyone who reaches out to our “Contact Us” service and who agrees to provide their email address with us during the collection period. Emails are collected for a period of 6 to 8 weeks (starting in September) and questionnaires are sent out at the beginning of October. In addition to profiling the clients, the questions cover the dissemination officer’s ability to understand the client’s needs, the language and clarity of their communications, as well as the courtesy of the service they received. The questionnaire also allows us to compare email and telephone service.

Respondent Profile

In order to better understand the profile of the respondents, some classification questions are included in the questionnaire. In 2020, 28% of respondents were from the private sector, 25% from the academic sector, 21% from the government sector, 13% from the NGO sector and the remaining 13% were classified in the “other” category.

How to participate

Invitations are sent only to clients who contacted Statistics Canada during the collection period.

Results

Results are usually available in April of the following year. In 2020, 92% of respondents had answered “yes” to the question “Did you find the information you were looking for?”.