Service Canada Client Experience (Cx) Survey Measurement Model

Service Attributes by Service Dimension

• Ease: Simplicity; Clarity; Convenience
• Effectiveness: Availability; Timeliness; Consistency; Efficiency
• Emotion: Respectful Treatment; Confidence

Overall Experience → Client Satisfaction

• Aware: Seek general information
• Apply: Submit application
• Follow-up: Seek/receive/provide info re application submitted
• Decision: Receive service outcome (first decision)

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