Client Experience Survey Measurement Model

Ease

• Simplicity
• Clarity
• Convenience

Effectiveness

• Access
• Timeliness
• Consistency
• Efficiency

Emotion

• Respectful Treatment
• Confidence

Agency: I have direct access to someone who has control over aspects of my application to move it forward.

Urgency: I am worried about my personal finances and ability to meet my/my families minimum living expenses which is dependent on the outcome of my application.

Personalized Service: I can talk to the same person/have an advocate at Service Canada/some record of my interaction on file.

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