Executive Summary

This report presents the findings of Western Economic Diversification’s (WD) 2007 Client Satisfaction Study. The findings are drawn from a telephone survey of 318 respondents who had dealings with WD in 2007.

The survey questionnaire was designed along Common Measurement Tool (CMT) guidelines. Interviews were conducted between November 25 and December 13, 2007.

Clients’ assessments of the service they receive from WD are overwhelmingly and consistently positive across a host of dimensions:

• Across nearly all standard CMT satisfaction indicators, WD received positive evaluations from over four in five respondents, with several dimensions relating directly to staff (e.g., courteousness, ability to contact officials, staff being knowledgeable and courteous) receiving positive marks from over nine in ten.
• The lowest mark received relates to the amount of time required to receive the service, albeit we still find three in four respondents declaring themselves to be satisfied.

While an analysis of rated importance of service dimensions with rated satisfaction suggests little in the way of corrective action required, there is potential room for improvement in the timeliness area noted above as well as in the information provided to clients.

Clients are far more likely to be at a loss in suggesting areas of improvement than they are in offering complimentary comments on the service they received, with these focusing on positive assessments of the WD officials they dealt with.