Introduction

Background

As stipulated in the Treasury Board Service Improvement Policy (2000) and the Management Accountability Framework, departments must assess and report on client satisfaction and report against established service standards in their Departmental Performance Report. Western Economic Diversification Canada’s (WD) Client Satisfaction Survey is designed to feed into the Department’s performance reporting and provide information regarding recent client experiences.

Methodology

A total of 318 telephone interviews were completed with clients who had a service interaction with WD in the past 12 months. Interviews were conducted from November 25 to December 13, 2008. Due to the unique nature (i.e., one time) of Canada Celebrates Saskatchewan clients, a limit of 20 interviews with these clients was imposed.

 This sample provides results 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.

The questionnaire was designed along Common Measurement Tool guidelines and uses comparable indicators to other Department and Agency client satisfaction studies.

Many questions were asked on a five-point intensity scale. Results presented in this report collapses the low (1 and 2) and high ends (4 and 5) of this scale. Due to rounding, totals may not add up to 100% in all cases.

A copy of the survey questionnaire is included as Appendix A to this report. A call disposition table and response rate calculation is included as Appendix B.