Client Experience- Highs And Lows

TOP ATTRIBUTES

You were provided with service in your choice of English or French when you went to an office (n=2124):

• Total = 95 percent
• EI = 94 percent
• CPP= 97 percent
• CPP-D = 89 percent
• OAS = 96 percent
• GIS = 98 percent*
• SIN = 97 percent

Staff were helpful (in-person) (n=1324):

• Total = 91 percent
• EI = 91 percent
• CPP= 90 percent
• CPP-D = 84 percent
• OAS = 81 percent*
• GIS = 93 percent
• SIN = 93 percent

You were confident that your personal information was protected (n=4001):

• Total = 89percent
• EI = 89 percent
• CPP= 87 percent
• CPP-D = 80 percent
• OAS = 86 percent
• GIS = 87 percent
• SIN = 90 percent

BOTTOM ATTRIBUTES

The issues or problems that you had were easily resolved:*

• Total = 47 percent
• EI = 45 percent
• CPP= 52 percent
• CPP-D = 30 percent
• OAS = 37 percent*
• GIS = 44 percent
• SIN = 61 percent*

It was a reasonable amount of time to wait to speak to an agent:

• Total = 59 percent
• EI = 57 percent
• CPP= 59 percent
• CPP-D = 57 percent*
• OAS = **
• GIS = 67 percent*
• SIN = **

*Note that ‘issues or problems were easily resolved’ is based on the proportion of clients who experienced problems or issues (in itself it is not a bottom attribute).
Did you experience any problems or issues during this process? (n=4001)

• Total = 18 percent
• EI = 23percent
• CPP= 19 percent
• CPP-D = 38 percent
• OAS = 13 percent
• GIS = 20 percent
• SIN = 11 percent

Return to graphs: Client Experience- Highs And Lows