WD Client Satisfaction Survey

Table of Contents (December 2007)

• Executive Summary 
• Introduction 
• Findings

Appendix A: Survey Questionnaire
Appendix B: Response Rate

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Client Satisfaction Study

WD achieves its goals to develop and diversify the economy of Western Canada through the delivery of grants and contributions, which are administered by collaborating with a variety of partners. To that end, we are committed to providing the highest level of satisfaction to all our clients.

On December 13, 2007 WD concluded a survey to determine if we were meeting this goal of client satisfaction. Through a series of 318 telephone interviews, WD clients who received grants and contributions within the previous 12 months were surveyed to determine the level of satisfaction with the service provided by the Department. This survey will serve as a baseline for future studies.

How we measured up

Survey respondents included a host of organizations including community, research and business organizations, universities, colleges, industry associations and government departments or agencies. Clients’ assessments of the service they receive from WD were overwhelmingly and consistently positive where 95 per cent of respondents reported satisfaction with staff courteousness. Over 76 per cent of clients reported, in the end, getting what they needed, while 96 per cent were satisfied with the overall quality of service delivery.

While we are very pleased with these results, the Department will use them to ensure the continuel improvement of our service levels and client satisfaction.

WD would like to thank all those who took the time to participate in this study. Results are accurate to within +/- 4.6 percentage points, 19 times out of 20. Sub-samples (e.g., province) are generally too small to allow for examinations of variation.