Service Canada Cx Survey Measurement Model: Service Attributes

Ease

Simplicity

• Service/information is easy to find / it is easy to figure out where to go
• Clients tell their story once/input personal info only once

Clarity

• Information is easy to understand
• Process is easy to determine (e.g., how to get assistance, steps to follow, documents required)

Convenience

• Can get to the required information easily (in-person, online)

EFFECTIVENESS

Access

• Receive relevant information without asking (e.g., proactive service, bundling)
• Able to get help when needed (e.g., information available, agent available)
• Service in official language of choice/documents available in official language of choice in person
• Providing feedback is easy
• Process/stage/status are transparent

Timeliness

• Reasonable amount of time to access the service, complete service task, wait to receive information and service/product, or resolve issue

Consistency

• Consistent information received from multiple Service Canada sources (e.g., two separate call centre agents)

Efficiency 

• Process is easy to follow to complete task. (e.g., procedures are straight-forward)
• Able to get tasks completed/issues resolved with few contacts
• Clients know what to do if they run into a problem
• Move smoothly through the steps (not stuck, bounced around or caught in a loop)

EMOTION

Respectful Treatment

• The interaction with service agents is respectful, courteous and helpful
• The service agents demonstrate understanding and ability to address client’s concerns/urgency

Confidence

• Client’s personal information is protected
• Client confident that he/she is following the right steps (i.e., not concerned about the process)
• Client knows when information/decision will be received or the next step will be completed

CLIENT PERCEPTION

• Satisfaction with overall service experience
• Would speak positively to others about service experience

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