Client Service Feedback Survey – #002 September 2022

Analysis Report

Contract Information

This report presents the results and methodological details for the Client Service Feedback Survey #002 conducted by Advanis Inc. on behalf of Public Services and Procurement Canada (PSPC). The survey was administered among 1,268 pension members, between August 3 and September 14, 2022.

Ce rapport est aussi disponible en français sous le titre: Sondage sur la rétroaction du service à la clientèle – #002.

This publication may be reproduced for non-commercial purposes only. Prior written permission must be obtained from Public Services and Procurement Canada (PSPC). For more information on this report, please contact PSPC at: TPSGC.Politiquesdepension-PensionPolicies.PWGSC@tpsgc-pwgsc.gc.ca

• Catalogue Number: P54-3/2022E-2-PDF
• International Standard Book Number (ISBN): 978-0-660-45745-1

• Related publications (registration number: POR 130-20):

  Catalogue number: P54-3/2022F-2-PDF

  International Standard Book Number (ISBN): 978-0-660-45746-8

• © His Majesty the King in Right of Canada, as represented by Public Services and Procurement Canada (PSPC), 2022

1. Summary

1.1 Background and objectives

Public Services and Procurement Canada (PSPC) provides day-to-day pension services through two service channels, the Government of Canada Pension Centre and the Pension Program secure employee portal, for pension plan members belonging to the Public Service, Canadian Forces, and Royal Canadian Mounted Police.

PSPC, in creating a culture of client service excellence, wishes to evolve service delivery based on feedback from its members. To that end, PSPC was seeking to measure member satisfaction with regards to the Pension Program’s service delivery channels.

The primary objectives of the research were to:

• Assess members’ (pension members) satisfaction of services offered by the Government of Canada Pension Centre during service calls or with any services used online by members.
• Assess pension members' ease of use, understanding and experience with pension online tools or content.
• Assess the importance that pension members place on different online web applications and future applications.

The probability-based study was conducted in English and French online and over the phone. Overall, 1,268 people completed the survey between August 3, 2022, and September 14, 2022. The data was weighted according to the pension group of the respondents (PSSA, CFSA, or RCMP) from the population of pension plan members that were in contact with the Government of Canada Pension Centre or accessed the Online Portal between July 3, 2022, and August 2, 2022. Pension Centre respondents and Online Portal respondents were weighted separately.

A first wave of this study was conducted between March 30, 2022, and May 2, 2022, and a report was provided to PSPC. This report presents the results for the second wave of the study.

The results will be used by PSPC to identify opportunities for improvements in the way they deliver services.

The total cost of this research was $27,163.43 (before taxes).

1.2 Key findings

Pension Centre respondents

In general, respondents who contacted the Pension Centre were for the most part satisfied with the service they received (88.8%). The aspects they appreciated the most about their interaction were related to the staff. Indeed, they found the staff courteous (96.9%), helpful (91.7%) and knowledgeable (89.8%). They were less inclined to find that the automated phone system was easy to navigate, but the majority was still satisfied (77.4%).

The satisfaction levels were usually lower among CFSA respondents, those under 40 years old and non-active employees.

The main reason respondents called the Pension Centre was to request general information (52.3%) and they found that the information provided was easy to understand (82.1% gave a score of at least 8 on a scale of 10). However, the information provided and the knowledge of the staff was also the thing they thought could be improved the most (27.7%), especially those under 40 years old (44.6%).

Pension Centre respondents would be most likely to access their pension information from a home, personal computer (78.6%).

Online Portal respondents

The majority of those who used the Online Portal were also satisfied with the service they received (74.0%). The ability to estimate the pension was the thing 47.7% liked the most. A proportion of 29.6% liked the fact that it was user-friendly the most.

More than 8 respondents out of 10 (81.6%) were satisfied by the ease of login and more than half said the information provided by the Online Portal was easy to understand (60.6% gave a score of at least 8 on a scale of 10).

Furthermore, having more information or more detailed information was the thing respondents would wish to see improved the most (34.9%).

Online Portal respondents would be most likely to access their pension information from a home, personal computer (82.3%).

1.3 Extrapolating the results to a broader audience

Since the target population only includes respondents who had recently called the Pension Centre or visited the Online Portal during a specific period, results cannot be extrapolated to another period or for the broader population.

1.4 Political Neutrality Requirement

Political neutrality certification

I hereby certify as Senior Officer of Advanis that the deliverables fully comply with the Government of Canada political neutrality requirements outlined in the Policy on Communications and Federal Identity and the Directive on the Management of Communications.

Specifically, the deliverables do not include information on electoral voting intentions, political party preferences, standings with the electorate or ratings of the performance of a political party or its leaders.

Signed

Nicolas Toutant

Vice-President, Research and Evaluation

Advanis

2. Methodology

2.1 Sample planning and data collection

The target population for the survey was both retired and active pension members, more specifically:

• Public Service Superannuation Plan active employees and retired members (PSSA), including Crown Corporation active employees and retired members.
• RCMP Superannuation Plan active officers and retired members (RCMPSA).
• Canadian Forces Superannuation Plan active regular force and reservist and retired members (CFSA)

This survey was sent to members of the target population who had recently called the Government of Canada Pension Centre or visited the Pension Program secure employee portal. To reach this population, Advanis used a multimodal approach. Potential Online Portal respondents were invited by email to participate in the survey. Potential Pension Centre respondents were also invited to participate in the web survey, and some were called using a computer-assisted telephone interviewing (CATI) methodology.

Two different samples were sent by PSPC. The first contained a list of active and retired members who recently called the Government of Canada Pension Centre and included information to reach them by phone and by email. The second contained a list of active members who recently visited the Online Portal and included information to reach them by email only.

Data collection started on August 3, 2022, and ended on September 14, 2022. A pretest took place on the phone on August 3, 2022, and online from August 9 to August 11, 2022. The Government of Canada’s standards for pre-testing were adhered to, with pretests being conducted in both English and French. In total, 46 surveys were completed during the pretest (25 by phone and 21 on the web). The pretest data was retained for the analysis.

Email invitations were sent for Online Portal potential respondents and Pension Centre potential respondents who had not answered the survey on the phone or had not stated their refusal. In total, 1,931 members were invited via email to participate in the study. From August 9 to August 11, 2022, 853 Online Portal potential respondents were invited and an additional 95 were invited on September 9, 2022. On August 18, 2022, 983 potential Pension Centre respondents were invited. Up to two email reminders were sent to those who had not yet completed the survey and had not stated their refusal to participate.

Data collection on the phone was performed from August 3, 2022, to August 16, 2022, with potential Pension Centre respondents. A total of 1,729 members were called. Of those, 17 had a number that was not in service, a wrong number, or could not be reached for reasons related to their phone number. It is to be noted that 479 agreed to participate in the survey, however, 5 were not eligible.

In total, 1,268 respondents participated in the Client Service Feedback Survey – #002. Of those 1,268, a total of 859 were Pension Centre respondents and 409 were Online Portal respondents. All Online Portal respondents answered the web survey. A total of 474 Pension Centre respondents answered the survey on the phone and 385 answered on the web.

2.2 Questionnaire

The Client Service Feedback Survey – #002 was designed by PSPC. The questionnaire was programmed by Advanis in both English and French. An electronic version of the survey was provided to PSPC for review at several steps. After incorporating changes from PSPC, a final version in both official languages for both CATI and web was created.

The average survey length was 6 minutes for completing the web survey and 9 minutes and a half for completing the survey over the phone.

2.3 Calls Monitoring

The data collection period started after the questionnaire had been validated and tested.

The interviewers’ work schedule extended from 4:00 p.m. to 9:00 p.m. Monday to Friday, and from 10:00 a.m. to 6:00 p.m. on Saturdays and Sundays. Occasionally, interviews began calling earlier if requested by a respondent (appointments monitoring).

The call-back plan distributed calls during the day and over the weekend at different hours.

2.4 Weighting

The data was weighted according to the pension group of the respondents (PSSA members, CFSA members or RCMP members). Pension Centre and Online Portal respondents were weighted separately. The weights were calculated using the population files sent by PSPC. The first list contained all members who had called the Pension Centre and consented to participate between July 4, 2022, and August 2, 2022. The second list contained all members who had visited the Online Portal between July 3, 2022, and August 1, 2022.

3.0 Note to readers

The respondents answered the survey in light of their experience with either the Pension Centre or the Online Portal. Hence, the survey results section of this report is divided in two subsections. The section referring to Pension Centre respondents presents the survey results for those who had recently called the Pension Centre. The section referring to Online Portal respondents presents results for those who had recently visited the Pension Program secure employee portal.

All survey results are presented excluding “Don’t know” answers from the base of valid responses.

Readers should also keep in mind that the total for percentages presented in tables and charts may not sum to exactly 100.0% due to rounding.

4. Results

4.1 Respondents’ profile (unweighted data)

About two thirds (67.7%) of respondents had recently called the Pension Centre. The others had recently visited the Online Portal (32.3%).

The majority of Pension Centre respondents were PSSA members (85.7%). A proportion of 8.5% were CFSA members and the remaining were part of the RCMP pension group (5.8%). For Online Portal respondents, most were PSSA members (91,2%), while 4.6% were CFSA and 4.2% were RCMP members.

More than half (54.5%) of Pension Centre respondents were still employed, while 45.5% were retired or had another status (including survivors and non-retired, but not currently working for the Government of Canada). All Online Portal respondents were currently employed.

A little more than half (52.7%) of Pension Centre respondents were between 40 and 59 years old, while 38.1% were 60 years old or older. Among Online Portal respondents, more than two thirds (67.7%) were between 40 and 59 years old and 17.7% were 60 or older.

A proportion of (67.4%) of Pension Centre respondents were not members of a visible minority, living with a disability, LGBTQ2+ or Indigenous. This was also the case for more than half (60.1%) of Online Portal respondents.

Among Pension Centre respondents, 53.5% were female and 46.5% were male. A proportion of 54.2% of Online Portal respondents identified as female and 45.5% as male.

4.2 Pension Centre results

4.2.1 Reasons for contacting the Pension Centre (weighted data)

The main reason for calling the Pension Centre was to request general pension information, a form or documentation (52.3%). Respondents under 40 years old selected this answer in a smaller proportion (33.2%) compared to those aged between 40 and 59 (51.5%) and those 60 or older (57.7%).

More than a quarter (28.8%) called regarding their pension payments or to request an estimate of their pension. Almost a fifth (18.5%) called to request a buyback estimate and/or apply to buy back service. The latter was the most popular answer among respondents under 40 years old (42.7%).

4.2.2 Satisfaction with the Pension Centre (weighted data)

Overall, most Pension Centre respondents were satisfied with the service they received (88.8%). The satisfaction level was higher among employees who are still active (92.2%) compared to those who are retired or have another status (84.9%). It was also lower among CFSA respondents (76.7%) and those under 40 years old (80.3%).

The courteousness of the staff was the item respondents were the most satisfied with (96.9%), followed by the helpfulness of the staff (91.7%) and their knowledge level (89.8%). The ease of navigating the automated phone system was the item they were the least satisfied with (77.4%).

The satisfaction levels are consistently lower among CFSA respondents, those under 40 years old and are generally lower for non-active members.

4.2.3 Understanding the information provided by the Pension Centre (weighted data)

The majority (82.1%) considered that the information provided was easy to understand by giving a score of at least 8 on a 10-point scale. Respondents who were 60 years old or older gave a score of at least 8 out of 10 in a greater proportion (86.2%) than younger respondents.

4.2.4 Strengths and things to improve with the Pension Centre (weighted data)

When respondents were asked what they liked most about their interaction with the Pension Center, 54.7% reported that agents they have interacted with were helpful, knowledgeable, or were able to provide answers. A proportion of 42.7% mentioned the agents’ soft skills and 26.5% praised the efficiency of the Pension Centre. Among other things, responses in the “Other” category include people praising the documentation provided to them and the follow-ups they received from the Pension Centre.

Even though more than half of respondents previously mentioned they liked the fact that agents were helpful or knowledgeable, the information provided by the Pension Centre is the most recurrent answer (27.7%) given by those who think something could be improved. A proportion of 44.6% of respondents of less than 40 years old gave that answer, compared to 28.2% among the 40 to 59 age group and 21.3% of respondents that are 60 or older.

Online access is also mentioned as something that could be improved by 21.5% of respondents as well as delays for 18.3% of respondents. When mentioning delays, respondents mostly referred to delays on the phone when waiting to receive a service from the Pension Centre, delays to process a request and delays to receive documentation. Responses in the “Other” category include people asking for their pension statement and people requesting more assistance.

4.2.5 Contact Options

Among Pension Centre respondents, accessing personal pension information from a personal computer is the contact option they would be the most likely to use (78.6% gave a score of at least 8 on a 10-point likeliness scale). The contact option they would be the least likely to use is a webchat or Instant Messaging (41.6%).

4.3 Online portal results

4.3.1 Reasons for visiting the Online Portal (weighted data)

Getting a pension estimate was the main reason for using the Online Portal (80.0%), especially for respondents between 40 and 59 years old (84.5%) and 60 years old or older (86.9%).

Almost a fifth (18.5%) used the Online Portal for the buyback estimator or to get their payment status. The proportion of respondents using the Online Portal for this reason decreases with age (35.8% for those less than 40, 17.5% for those between 40 and 59 and 8.7% for those 60 or older).

4.3.2 Satisfaction with the Online Portal (weighted data)

Almost three quarters of Online Portal respondents mentioned they were satisfied with the service they received (74.0%). Respondents between 40 and 59 years old were the most satisfied age group (79.0%) and those less than 40 the least satisfied (50.6%).

Most respondents (81.6%) were satisfied with the ease of login on the Online Portal. Three quarters (75.0%) were satisfied with the ease of landing page navigation and 68.6% with the ease of self-service options.

4.3.3 Understanding the information provided by the Online Portal (weighted data)

The information provided by the Online Portal was easy to understand for most. Indeed, a proportion of 60.6% gave a score of at least 8 on a 10-point scale, when evaluating how easy to understand the information was (10 meaning the information was easy to understand and 1 meaning they did not understand at all).

4.3.4 Strengths and things to improve on the Online Portal (weighted data)

The most liked aspect of respondents’ interaction with the Online Portal was having the ability to estimate their pension (41.7%) followed by finding it user-friendly (29.6%). About a fifth (18.0%) also mentioned enjoying the ability to access information. Responses in the “Other” category include, among other things, respondents praising the self-serving approach of the portal and the fact that it is regularly updated.

Among responses obtained, more than a third (34.9%) of respondents said they would improve the information provided on the Online Portal.

Furthermore, even though the ability to estimate their pension was the most liked thing about the Online Portal, almost a quarter (23.8%) would improve the calculator or requested to have the ability to see their pension statement. “Other” responses include different feature requests and pointing out technical problems/inefficiencies on the portal.

4.3.5 Contact Options

Accessing personal pension information from a personal laptop is also the contact option Online Portal respondents would be the most likely to use if available. Indeed, 82.3% reported they would use it by giving a score of at least 8 on a 10-point likeliness scale. The contact option they would be the least likely to use are SMS notices or reminders (43.8%).

5.0 Conclusion

5.1 Pension Centre respondents

Respondents were generally satisfied with the service they received when calling the Pension Centre (88.8%). They were especially satisfied with the courteousness (96.9%), helpfulness (91.7%) and knowledge level of the staff (89.8%).

When asked about what they like the most about the Pension Centre, finding that the agents were helpful, knowledgeable, and providing answers was the most recurrent theme about their interaction (54.7%), followed by the agents’ soft skills (42.7%).

Navigating the automated phone system received the lowest level of satisfaction, even though more than three quarters were satisfied (77.4%). The satisfaction levels were usually lower among CFSA respondents, those under 40 years old and non-active employees.

Requesting general pension information was the main reason for calling the Pension Centre (52.3%), especially for respondents aged 60 or older (57.7%). Overall, respondents also found the information they were provided easy to understand. Indeed, 82.1% gave a score of at least 8 on a 10-point scale regarding this aspect.

However, when asked if something should be improved, the information provided and the knowledge of the staff was the most frequent answer (27.7%), especially among respondents under 40 years old (44.6%).

The contact option Pension Centre respondents would be the most likely to use was a personal computer (78.6%). The webchat or Instant Messaging was the one they would be the least likely to use (41.6%).

Online Portal respondents

A proportion of 74.0% of Online Portal respondents were satisfied with the service they received and more than 8 out 10 were satisfied with the ease of login (81.6%). When asked about what they liked the most about the Online Portal, the most recurrent answer was the ability to calculate their pension (41.7%), followed by the fact that it is considered user-friendly (29.6%). The ability to access information was the third thing respondent liked the most about the Online Portal (18.0%).

When asked if the information provided was easy to understand, more than half (60.6%) gave a score of at least 8 on a 10-point scale. However, when asked about what could be improved about the Online Portal, having more information or more detailed information was the most frequent answer (34.9%).

The contact option Online Portal respondents would be the most likely to use was also a personal computer (82.3%). The SMS notices or reminder was the one they would be least likely to use (43.8%).

6.0 Appendix

Appendix A: Methodology

The Client Service Feedback Survey – #002 was designed by PSPC. The questionnaire was programmed by Advanis in both official languages.

The survey was administered among members of the target population who had recently called the Government of Canada Pension Centre or visited the Pension Program secure employee portal.

The target population was both retired and active pension members, more specifically:

• Public Service Superannuation Plan active employees and retired members (PSSA), including Crown Corporation active employees and retired members.
• RCMP Superannuation Plan active officers and retired members (RCMPSA).
• Canadian Forces Superannuation Plan active regular force and reservist and retired members (CFSA)

Online portal users were sent an email inviting them to participate in a web survey. Potential Pension Centre respondents were invited to participate in the web survey as well. Some were also called using a computer-assisted telephone interviewing (CATI) methodology.

Two different samples were sent by PSPC. The first contained a list of 1,794 active and retired members who recently called the Government of Canada Pension Centre and included information to reach them by phone and by email. The second contained a list of 6,018 active members who recently visited the Online Portal and included information to reach them by email only. Data collection started on August 3, 2022, and ended on September 14, 2022.

In total, 1,931 members were invited via email to participate in the study. From August 9 to August 11, 2022, 853 Online Portal potential respondents were invited and an additional 95 were invited on September 9, 2022. On August 18, 2022, 983 potential Pension Centre respondents were invited. Up to two email reminders were sent to those who had not yet completed the survey and had not stated their refusal to participate. A total of 1,729 Pension Centre potential respondents were called. Data collection on the phone was performed from August 3, 2022, to August 16, 2022.

Appendix B: Email invitations sent

• bounced: Invalid email address
• clicked: Respondent clicked on the link included in the email
• opened: Respondent read the email but did not click on the link
• sent: Valid email address but no action was taken

Appendix C: Data collection statistics (Pension Centre)

Appendix D: Response rate

For the consultation among Pension Centre respondents, the response rate was calculated by dividing the number of respondents (859) by the number of eligible members in the sample (1,697) for a response rate of 50.6%.

For Online Portal respondents, the response rate was calculated by dividing the number of respondents (409) by the number of initial email invitations who reached potential respondents (948). Hence the response rate for the Online portal portion of this study was 43.1%.

Appendix E: The weights

As previously mentioned, the data was weighted according to the pension group of the respondents (PSSA members, CFSA members or RCMP members). Pension Centre and Online Portal respondents were weighted separately. The weights were calculated using the population files sent by PSPC. The first list contained all members who had called the Pension Centre, and consented to participate in the survey, between July 4, 2022, and August 2, 2022. The second list contained all members who had visited the Online Portal between July 3, 2022, and August 1, 2022.

As mentioned in section 1.3, results cannot be extrapolated to another period or for the broader population, since the target population only includes respondents who had recently called the Pension Centre or visited the Online Portal during a specific period.

Appendix F: Additional notes

When surveying only a sample of a broader population, there are always risks that results suffer from a non-response bias. This happens when characteristics of those who answered the survey differ from those who did not answer. For this study, several strategies were employed to increase response rates and reduce the effects of non-response bias. This includes communicating the purpose and importance of research at the beginning of the survey as well as reassuring respondents on the confidentiality of their responses and on the legitimacy of the survey.

Appendix G: English questionnaire

CATI Inbound

voicemail

REPLACE WITH VOICEMAIL TEXT TO BE READ BY AGENT

knowninbound

Good afternoon/evening. My name is ________ of Advanis and we called on behalf of Public Services and Procurement of Canada (PSPC). We were calling to speak with <<sample.name>>. Would that be you? [IF THEY HAVE TO GET THE PERSON WE WANT TO TALK TO, WAIT UNTIL THAT PERSON PICKS UP THE PHONE AND RE-READ THE INTRO] We are contacting members who called the Pension Centre in the last three months. We are conducting a survey to learn more about your experience as a pension plan member when accessing our services. Feedback from you is essential to improve the services. The survey takes less than 10 minutes to complete and your participation is voluntary and confidential. If you want to know more about our privacy policy or to validate the legitimacy of this survey, or require an alternate means of accessing the survey, please let me know. Would you have time to complete this with me now? PLEASE VALIDATE Would you continue in English or in French? [IF ASKED ABOUT THE LEGITIMACY OF THE SURVEY]:If you would like to verify the authenticity of this survey, please visit the Government of Canada Pension Centre web page (https://www.tpsgc-pwgsc.gc.ca/remuneration-compensation/services-pension-services/pension/cn-cu-eng.html) or call the Government of Canada Pension Centre at 1-800-561-7930. [IF ASKED ABOUT PRIVACY]:Your answers will remain anonymous and the information you provide will be administered according to the requirements of the Privacy Act, the Access to Information Act, and any other pertinent legislation. [IF ASKED FOR AN ALTERNATIVE MEANS OF COMPLETING THE SURVEY:If you experience any difficulties with the survey, or for an alternative means of accessing the survey, please contact Advanis by telephone at 1-866-509-6986 or by e-mail at : sday+pension22@advanis.ca

• ○ (1) CONTINUE SURVEY ON THE PHONE
• ○ (2) Refused
• ○ (3) Call back (use sparingly)
• ○ (4) Send SMS/text message
• ○ (5) Send SMS/text message to a different number
• ○ (6) Send email

CBinbound

Tinbound

Thank you for your time. Goodbye.

CATI All [not_knowninbound_invite_requested]

Int1

Good afternoon/evening. I would like to speak to <<sample.name>>. Would that be you? [IF THEY HAVE TO GET THE PERSON WE WANT TO TALK TO, WAIT UNTIL THAT PERSON PICKS UP THE PHONE AND RE-READ THE INTRO] My name is ________ of Advanis and I am calling on behalf of Public Services and Procurement of Canada (PSPC). We are contacting members who called the Pension Centre in the last three months. We are conducting a survey to learn more about your experience as a pension plan member when accessing our services. Feedback from you is essential to improve the services. The survey takes less than 10 minutes to complete and your participation is voluntary and confidential. If you want to know more about our privacy policy or to validate the legitimacy of this survey, or require an alternate means of accessing the survey, please let me know. Would you have time to complete this with me now? PLEASE VALIDATE Would you continue in English or in French? [IF ASKED ABOUT THE LEGITIMACY OF THE SURVEY]:If you would like to verify the authenticity of this survey, please visit the Government of Canada Pension Centre web page (https://www.tpsgc-pwgsc.gc.ca/remuneration-compensation/services-pension-services/pension/cn-cu-eng.html) or call the Government of Canada Pension Centre at 1-800-561-7930. [IF ASKED ABOUT PRIVACY]:Your answers will remain anonymous and the information you provide will be administered according to the requirements of the Privacy Act, the Access to Information Act, and any other pertinent legislation. [IF ASKED FOR AN ALTERNATIVE MEANS OF COMPLETING THE SURVEY]:If you experience any difficulties with the survey, or for an alternative means of accessing the survey, please contact Advanis by telephone at 1-866-509-6986 or by e-mail at : sday+pension22@advanis.ca

• ○ (1) Yes, continue the survey on the phone
• ○ (2) Refused
• ○ (3) Call back
• ○ (4) Send SMS/text message to current phone number
• ○ (5) Send SMS/text message to a different number
• ○ (6) Send email

Int2

FYI DO NOT EDIT Q NAME OR LEVELS - NECESSARY FOR BACKEND RECRUIT SENDING WEB PARTIAL COMPLETE Hi, I am __________ calling from MRCOMPANY. Thank you for taking the time to go to our online survey on public policy topics. We noticed that you started the online survey but did not finish it. Would you have a few minutes to finish the survey with me on the phone now? We will resume the survey where you left off online.

• ○ (1) Yes, continue the survey on the phone
• ○ (2) Refused
• ○ (3) Call back
• ○ (4) Send SMS/text message to current phone number
• ○ (5) Send SMS/text message to a different number
• ○ (6) Send email

CB1

T1

Thank you for your time. Good-bye.

intro3

Please note that this call may be recorded for quality control or training purposes. Your answers will remain anonymous and the information you provide will be administered according to the requirements of the Privacy Act, the Access to Information Act, and any other pertinent legislation. By taking part in this survey, you consent to the use of your answers for research and statistical purposes. The anonymous database of all responses may be shared with external researchers under the strict condition that no personal information is ever distributed or made public.

• ○ (1) Continue
• ○ (2) Stop recording

CATI Recruit to Web [FALSE]

confirmemail

FYI DO NOT EDIT Q NAME OR LEVELS - NECESSARY FOR BACKEND RECRUIT SENDING What email address would you like us to send the survey link to?

____________________

EndEmail

You will be receiving an email message shortly with the survey address and login details. Have a nice day.

confirmsms

FYI DO NOT EDIT Q NAME OR LEVELS - NECESSARY FOR BACKEND RECRUIT SENDING What mobile phone number would you like us to send the survey link to?

____________________

EndSMS

You will be receiving an SMS message shortly with a link to the survey from 13333.

17

Stop

No problem. We will not record the call.

Web Login

LoginTCHAdvanisRun

Public Services and Procurement of Canada (PSPC) is conducting a survey to learn more about your experience as a pension plan member when accessing our services. We are contacting members who <<CalledorAccessed>> in the last three months. Feedback from you is essential to improve the services. Si vous préférez répondre au sondage en français, veuillez cliquer sur « Français ». Note: If you need to leave the survey and come back to it later, you may use the same link and the survey will resume where you left off. Please click on « Start the survey » to continue

Your participation is voluntary and your answers will remain strictly confidential. This survey is registered with the Canadian Research Insights Council's (CRIC) Research Verification Service. The project verification number is: 20220803-AD981. Click here to verify the legitimacy of this survey. If you experience any difficulties with the survey, or for an alternative means of accessing the survey, please contact Advanis by telephone at 1-866-509-6986 or by e-mail at : sday+pension22@advanis.ca © 2022 Advanis Privacy Policy CRIC Pledge

Screeners

agecati

We need to start by asking a couple quick questions because this survey isn't relevant for everyone, and we don't want to waste anyone's time. First, what is your age?

• ○ (1) Under 16
• ○ (2) 16 to 17
• ○ (3) 18 to 34
• ○ (4) 35 to 54
• ○ (5) 55 to 64
• ○ (6) 65 or older
• ○ (-8) Refused

age

We need to start by asking a couple quick questions because this survey isn't relevant for everyone, and we don't want to waste anyone's time. First, what is your age?

• ○ (0) __TREE_QUESTION__
• ○ (11) Less than 18 years|Less than 12
• ○ (12) Less than 18 years|12
• ○ (13) Less than 18 years|13
• ○ (14) Less than 18 years|14
• ○ (15) Less than 18 years|15
• ○ (16) Less than 18 years|16
• ○ (17) Less than 18 years|17
• ○ (18) 18 to 29 years|18
• ○ (19) 18 to 29 years|19
• ○ (20) 18 to 29 years|20
• ○ (21) 18 to 29 years|21
• ○ (22) 18 to 29 years|22
• ○ (23) 18 to 29 years|23
• ○ (24) 18 to 29 years|24
• ○ (25) 18 to 29 years|25
• ○ (26) 18 to 29 years|26
• ○ (27) 18 to 29 years|27
• ○ (28) 18 to 29 years|28
• ○ (29) 18 to 29 years|29
• ○ (30) 30 to 39 years|30
• ○ (31) 30 to 39 years|31
• ○ (32) 30 to 39 years|32
• ○ (33) 30 to 39 years|33
• ○ (34) 30 to 39 years|34
• ○ (35) 30 to 39 years|35
• ○ (36) 30 to 39 years|36
• ○ (37) 30 to 39 years|37
• ○ (38) 30 to 39 years|38
• ○ (39) 30 to 39 years|39
• ○ (40) 40 to 49 years|40
• ○ (41) 40 to 49 years|41
• ○ (42) 40 to 49 years|42
• ○ (43) 40 to 49 years|43
• ○ (44) 40 to 49 years|44
• ○ (45) 40 to 49 years|45
• ○ (46) 40 to 49 years|46
• ○ (47) 40 to 49 years|47
• ○ (48) 40 to 49 years|48
• ○ (49) 40 to 49 years|49
• ○ (50) 50 to 59 years|50
• ○ (51) 50 to 59 years|51
• ○ (52) 50 to 59 years|52
• ○ (53) 50 to 59 years|53
• ○ (54) 50 to 59 years|54
• ○ (55) 50 to 59 years|55
• ○ (56) 50 to 59 years|56
• ○ (57) 50 to 59 years|57
• ○ (58) 50 to 59 years|58
• ○ (59) 50 to 59 years|59
• ○ (60) 60 to 69 years|60
• ○ (61) 60 to 69 years|61
• ○ (62) 60 to 69 years|62
• ○ (63) 60 to 69 years|63
• ○ (64) 60 to 69 years|64
• ○ (65) 60 to 69 years|65
• ○ (66) 60 to 69 years|66
• ○ (67) 60 to 69 years|67
• ○ (68) 60 to 69 years|68
• ○ (69) 60 to 69 years|69
• ○ (70) 70 to 79 years|70
• ○ (71) 70 to 79 years|71
• ○ (72) 70 to 79 years|72
• ○ (73) 70 to 79 years|73
• ○ (74) 70 to 79 years|74
• ○ (75) 70 to 79 years|75
• ○ (76) 70 to 79 years|76
• ○ (77) 70 to 79 years|77
• ○ (78) 70 to 79 years|78
• ○ (79) 70 to 79 years|79
• ○ (80) 80 to 89 years|80
• ○ (81) 80 to 89 years|81
• ○ (82) 80 to 89 years|82
• ○ (83) 80 to 89 years|83
• ○ (84) 80 to 89 years|84
• ○ (85) 80 to 89 years|85
• ○ (86) 80 to 89 years|86
• ○ (87) 80 to 89 years|87
• ○ (88) 80 to 89 years|88
• ○ (89) 80 to 89 years|89
• ○ (90) 90 years or older

TD3

Thank you for your interest in this survey, but you must be 16 or older to participate according to guidelines in the marketing research industry. Please respond to surveys like this (from legit research firms like us at Advanis) when you turn 16. Research is very important to help governments, not-for-profits, and private businesses make better decisions and develop better services and products. If you'd like to see what kind of insights we all get from research, check out tellcityhall.ca/surveys. Thanks again,

and our public policy service

province

In which province or territory do you live?

• ○ (1) Alberta
• ○ (2) British Columbia
• ○ (3) Manitoba
• ○ (4) Newfoundland & Labrador
• ○ (5) New Brunswick
• ○ (7) Northwest Territories
• ○ (6) Nova Scotia
• ○ (8) Nunavut
• ○ (9) Ontario
• ○ (10) Prince Edward Island
• ○ (11) Quebec
• ○ (12) Saskatchewan
• ○ (13) Yukon
• ○ (14) I don’t live in Canada

Tprov

Thank you for your interest in this survey, but you must live in Canada to participate. Thanks again, and our public policy service

content1

Intro1

The Minister of Public Services and Procurement of Canada (PSPC) is conducting a survey to learn more about your experience as a pension plan member when accessing our services. Feedback from you is essential to improve the services. Note: If you need to leave the survey and come back to it later, you may use the same link and the survey will resume where you left off. Please click on the right arrow to continue Your participation is voluntary and your answers will remain strictly confidential. © 2022 Advanis Privacy Policy CRIC Pledge

Q1

Was your most recent interaction with the Government of Canada Pension Center or using the Employee Pension Portal online?

• ○ (1) Government of Canada Pension Centre
• ○ (2) Online Portal

Q2a

What was the purpose of your call to the Pension Centre? Select all that apply

• □ (1) For pension payments / to request an estimate of your pension
• □ (2) To obtain an update of the status of a transfer payment (transfer value, pension transfer agreement)
• □ (3) To request a buyback estimate and/or apply to buy back service
• □ (4) To request general pension information, a form or documentation
• □ (5) To update your profile (name, address, banking information, etc.)
• □ (6) Because of life Events (Enrollments, marriage status, Supplementary Death Benefit)
• □ (97) Other (please specify): 

Q2b

What was the reason for your use of the Online Pension Portal? Select all that apply

• □ (1) Get a pension estimate
• □ (2) Update personal information (address, contact details, etc.)
• □ (3) Service buyback estimator / to get a payment status
• □ (4) Survivor benefits estimator
• □ (5) Other (please specify): 

Q3a

Thinking back on your recent experience with the Government of Canada Pension Centre, how would you rate your satisfaction related to the following?

• 1. The ease of navigating the automated phone system
• 2. The courteousness of staff
• 3. The helpfulness of staff
• 4. The knowledge level of the staff
• 5. The clarity of the information provided to you
• 6. The timeliness of the service you received

• ○ (1) Very satisfied
• ○ (2) Satisfied
• ○ (3) Neutral
• ○ (4) Dissatisfied
• ○ (5) Very dissatisfied
• ○ (-8) Not applicable

Q3b

Thinking back on your recent experience using the Online Pension Portal, how would you rate your satisfaction related to the following?

• 1. Ease of login
• 2. Ease of Landing Page navigation
• 3. Ease of self-service options

• ○ (1) Very satisfied
• ○ (2) Satisfied
• ○ (3) Neutral
• ○ (4) Dissatisfied
• ○ (5) Very dissatisfied
• ○ (-8) Not applicable

Q4

On a scale of one to 10, was the information you were provided, easy to understand? [[The information being referred to would be from the pension expert on the phone, or the information found on the portal. ]]

• ○ (10) 10 - Easy to understand
• ○ (9) 9
• ○ (8) 8
• ○ (7) 7
• ○ (6) 6
• ○ (5) 5
• ○ (4) 4
• ○ (3) 3
• ○ (2) 2
• ○ (1) 1 - Did not understand at all
• ○ (-8) Not applicable

Q5

How would you rate your experience with the service you received?

• ○ (5) Very Satisfied
• ○ (4) Somewhat Satisfied
• ○ (3) Neither Satisfied nor Dissatisfied
• ○ (2) Somewhat Dissatisfied
• ○ (1) Very Dissatisfied

Q6

On a scale of 1 to 10, how likely would it be for you to use the following contact options if they were available:

• 1. Accessing personal pension information from a home, personal laptop or desktop computer
• 2. Text (SMS) notices/reminders
• 3. Webchat/IM (Instant Messaging) with Pension Centre
• 4. Virtual meeting (Audio/Video call) with Pension Centre
• 5. Mobile application

• ○ (10) 10 - Very likely
• ○ (9) 9
• ○ (8) 8
• ○ (7) 7
• ○ (6) 6
• ○ (5) 5
• ○ (4) 4
• ○ (3) 3
• ○ (2) 2
• ○ (1) 1 - Not likely at all

3

D1

What is your current status at the Government of Canada Pension Centre?

• ○ (1) Active (currently employed)
• ○ (2) Non-Active (retired)
• ○ (3) Survivor
• ○ (4) Other (please specify):

D2

What age group do you fall under?

• ○ (1) 19 and under
• ○ (2) 20 - 29
• ○ (3) 30 - 39
• ○ (4) 40 - 49
• ○ (5) 50 - 59
• ○ (6) 60 - 69
• ○ (7) 70 or older
• ○ (-8) I prefer not to answer

D3

Do you belong to any of the following groups?

• □ (2) Indigenous peoples
• □ (3) LGBTQ2+
• □ (4) Persons with disabilities
• □ (5) Members of a visible minority
• □ (1) No, I do not belong to any of the following groups <<catiDoNotReae>>
• □ (7) Prefer not to answer <<catiDoNotRead>>

D4

Please identify your gender:

• ○ (1) Male
• ○ (2) Female
• ○ (3) Non-Binary
• ○ (4) Other (please specify): 
• ○ (-8) Prefer not to answer

Q7a

Overall, what is the one thing you liked most about your interaction with the Government of Canada Pension Centre?

____________________

Q7b

Overall, what is the one thing you liked most about your interaction with the Online Pension Portal?

____________________

Q8a

Overall, what is the one thing you believe could be improved on most to make your interaction with the Government of Canada Pension Centre a more positive experience?

____________________

Q8b

Overall, what is the one thing you believe could be improved on most to make your interaction with the Online Pension Portal a more positive experience?

____________________

PretestQs [FALSE]

P1

We would now like your opinion on this survey itself. Overall, how easy were the questions in the survey to understand? Please use a scale from 0 to 10 where 0 means very difficult, and 10 means very easy.

• ○ (0) 0 - Very difficult
• ○ (1) 1
• ○ (2) 2
• ○ (3) 3
• ○ (4) 4
• ○ (5) 5
• ○ (6) 6
• ○ (7) 7
• ○ (8) 8
• ○ (9) 9
• ○ (10) 10 - Very easy

P2

Please explain your rating. For example, what specific words or questions did you find difficult to understand?

____________________

• ○ (-8) Prefer not to answer

4

t2

You have now completed the survey. Thank you very much for your time.

Demos

Dtext

Finally, we have some questions for statistical purposes. Your answers will remain completely anonymous. Please click the arrow below to continue.

gender

Do you identify yourself as...[[Refers to current gender which may be different from sex assigned at birth and may be different than what is indicated on legal documents.]]

• ○ (1) Male
• ○ (2) Female
• ○ (3) Another

LGBTQ2

Do you consider yourself a member of the LGBTQ+ community?

• ○ (1) Yes
• ○ (0) No
• ○ (-8) Prefer not to answer

urban

Which of the following best describes where you live?

• ○ (0) Urban (city, town, village)
• ○ (1) Rural (estate lot/acreage, farm, country)

farm

Do you live on or operate a farm?

• ○ (1) Yes
• ○ (0) No

commodity1

Which of the following would you consider to be the main commodity your farm or ranch produces, by that we mean the one that contributes the most to your total gross farm or ranch sales?

• ○ (1) Crop
• ○ (2) Beef
• ○ (3) Dairy
• ○ (4) Poultry
• ○ (5) Hogs
• ○ (6) Fruits, vegetables, berries, or nuts
• ○ (7) Other (specify):
• ○ (8) None of the above

fulltime

Do you work at your farm or ranch full-time?

• ○ (1) Yes
• ○ (0) No

D5

In 2021, what was the total gross revenue (before expenses) of your farm / ranch operation? Please exclude: - The sale of land and buildings, machinery, equipment, financial assets, and quota (capital gains) - The value of inventory adjustments.

• ○ (1) Less than $50,000
• ○ (2) $50,000 to $99,999
• ○ (3) $100,000 to $249,999
• ○ (4) $250,000 to $499,999
• ○ (5) $500,000 to $999,999
• ○ (6) $1 million to just below $10 million
• ○ (7) $10 million or more
• ○ (-8) Prefer not to answer
• ○ (-9) Don't know

D3b

What is your farm’s / ranch’s total area of workable land? Workable land includes all cropland, nursery, sod, Christmas trees, maple trees tapped, summerfallow, and pasture.

____________________

• ○ (-8) Prefer not to answer
• ○ (-9) Don't know

employment

What is your current employment status?

• ○ (1) Working for an employer full-time, that is 35 or more hours per week
• ○ (2) Working for an employer part-time, that is, less than 35 hours per week
• ○ (3) Self-employed
• ○ (4) Not employed, but looking for work
• ○ (5) Retired
• ○ (6) Full-time homemaker
• ○ (7) Other

smallbus

Do you operate a small business?

• ○ (1) Yes
• ○ (0) No
• ○ (-8) Prefer not to answer

homeowner

Do you own your home?

• ○ (1) Yes
• ○ (0) No

income

What is your annual household income?

• ○ (1) Less than $20,000
• ○ (2) $20,000 to less than $40,000
• ○ (3) $40,000 to less than $60,000
• ○ (4) $60,000 to less than $80,000
• ○ (5) $80,000 to less than $100,000
• ○ (6) $100,000 to less than $120,000
• ○ (7) $120,000 to less than $140,000
• ○ (8) $140,000 to less than $160,000
• ○ (9) $160,000 or more
• ○ (-8) Prefer not to answer

hhmembers

How many people live in your household, including you?

• ○ (1) 1
• ○ (2) 2
• ○ (3) 3
• ○ (4) 4
• ○ (5) 5
• ○ (6) 6
• ○ (7) More than 6
• ○ (-8) Prefer not to answer

childrenathome

Are there any children under 18 in the household?

• ○ (1) Yes
• ○ (0) No
• ○ (-8) Prefer not to answer

childrensages

What age group(s) is the child / are the children in the household?

• □ (1) Under 5 years old
• □ (2) 5 to 11 years old
• □ (3) 12 to 17 years old
• ○ (-8) Prefer not to answer

seniorinhh

Are there any adults over 60 in the household?

• ○ (1) Yes
• ○ (0) No
• ○ (-8) Prefer not to answer

postsec

Are you currently a student at a post-secondary institution or to be enrolled in September 2022?

• ○ (1) Yes, currently a student
• ○ (2) Yes, to be enrolled in September 2022
• ○ (3) No

disabled

Do you consider yourself to have a disability? Persons with disabilities include those who have long-term physical, mental, intellectual or sensory impairments which in interaction with various barriers may hinder their full and effective participation in society on an equal basis with others.

• ○ (1) Yes
• ○ (0) No
• ○ (-9) Not sure

resident

How many years have you been a resident of Canada, in total? If you have lived in Canada on and off, please enter the total number of years that you have ever lived here.

• ○ (2) 1 year or less
• ○ (9) More than 1 but less than 6 years
• ○ (10) 6 to 9 years
• ○ (7) More than one year but less than 10 years
• ○ (3) 2 to 9 years
• ○ (4) 10 to 14 years
• ○ (5) 15 to 19 years
• ○ (6) 20 years or more, but not my whole life
• ○ (1) My whole life
• ○ (99) Prefer not to answer

ethnicity

Finally, we are looking to understand opinions from diverse groups of Canadians. This question is partly based on how Statistics Canada asks for this information. Do you identify as any of the following? (Select all that apply.)

• □ (18) <<catiDoNotRead>>Prefer not to answer
• □ (17) <<catiDoNotRead>>Don't know/not sure
• □ (1) First Nations
• □ (3) Métis
• □ (4) Inuk (Inuit)
• □ (5) White (Caucasian, or of European descent, e.g., English, German, Ukrainian, etc.)
• □ (19) Québécois, or French-Canadian
• □ (6) South Asian (e.g., East Indian, Pakistani, Sri Lankan, etc.)
• □ (7) Chinese
• □ (8) Black
• □ (9) Filipino
• □ (10) Latin American
• □ (11) Arab
• □ (20) Jewish
• □ (12) Southeast Asian (e.g., Vietnamese, Cambodian, Laotian, Thai, etc.)
• □ (13) West Asian (e.g., Iranian, Afghan, etc.)
• □ (14) Korean
• □ (15) Japanese
• □ (16) Other (specify):

reserve

Do you live on reserve?

• ○ (1) Yes
• ○ (0) No
• ○ (-8) Prefer not to answer

education

What is the highest level of education that you have completed?

• ○ (1) Completed high school or less
• ○ (2) Some post-secondary or completed a college diploma
• ○ (3) Completed university degree or post-graduate degree
• ○ (-8) Refused

Community

C1

What city or town do you live in or are closest to?

• ○ (0) Other

C2

What is the name of the community you live in or live closest to?

FSA

So we can classify responses based on where people live, please enter the first three digits of your postal code. Note that we cannot identify your address from this information since the first three digits of your postal code are not residence-specific.

____________________

• ○ (-8) Prefer not to answer
• ○ (-9) Don't know

Ene1 [FALSE]

EndTCH

We have asked you all of our questions. We hope you've found this interesting, and we sincerely thank you for your time. This study was designed and funded by market and social research firm:

using our data collection method:

If you'd like to see results from other studies conducted by Advanis via TellCityHall, please visit tellcityhall.ca/surveys. © 2022 Privacy Policy CRIC Pledge

EndCATI

Those are all our questions. Thank you for your time.

Appendix H: French questionnaire

CATI Inbound

voicemail

REPLACE WITH VOICEMAIL TEXT TO BE READ BY AGENT

knowninbound

Bonjour/Bonsoir. Je suis ______ de la firme Advanis et nous vous avons appelé pour le compte des Services publics et de l'Approvisionnement du Canada (SPAC). Nous souhaiterions parler à <<sample.name>>. Est-ce que c’est vous? [S'ILS DOIVENT ALLER CHERCHER LA PERSONNE À QUI NOUS VOULONS PARLER, ATTENDEZ QU'ELLE PRENNE LE TÉLÉPHONE ET RELISEZ L'INTRODUCTION] Nous contactons des personnes qui ont appelé le Centre des pensions au cours des trois derniers mois. Nous menons une étude pour en savoir plus sur votre expérience en tant que membre du régime de retraite lorsque vous accédez à nos services. Votre rétroaction est essentielle pour améliorer les services. Ce sondage est d’une durée de moins de 10 minutes. Votre participation est volontaire et confidentielle. Si vous souhaitez en savoir davantage sur notre politique de confidentialité, pour valider la légitimité de cette étude ou si vous nécessitez un moyen différent pour remplir ce sondage, veuillez m’en aviser. Avez-vous le temps de répondre à ce sondage maintenant? Veuillez VALIDER Préférez-vous continuer en français ou en anglais? [SI LE RÉPONDANT SE QUESTIONNE SUR LA LÉGITIMITÉ DU SONDAGE]:Si vous souhaitez vérifier l’authenticité de ce sondage, veuillez visiter le site web du Centre des pensions du gouvernement du Canada (https://www.tpsgc-pwgsc.gc.ca/remuneration-compensation/services-pension-services/pension/cn-cu-fra.html) ou appelez le Centre des pensions du gouvernement du Canada au 1-800-561-7930. [SI LE RÉPONDANT SE QUESTIONNE SUR LA CONFIDENTIALITÉ]:Vos réponses resteront anonymes et les informations recueillies seront administrées conformément à la Loi sur la protection des renseignements personnels, la Loi sur l’accès à l’information et toute autre législation pertinente. [POUR UNE MANIÈRE ALTERNATIVE DE REMPLIR LE SONDAGE]: Si vous éprouvez des difficultés en lien avec le sondage ou souhaitez remplir le sondage à l’aide d’un moyen alternatif, veuillez contacter Advanis par téléphone au 1-866-509-6986 ou par courriel au sday+pension22@advanis.ca.

• ○ (1) COTINUER LE SONDAGE AU TÉLÉPHONE
• ○ (2) Refus
• ○ (3) Rappeller (utiliser avec parcimonie)
• ○ (4) Envoyer SMS/message texte
• ○ (5) Envoyer SMS/message texte à un différent numéro
• ○ (6) Envoyer courriel

CBinbound

Tinbound

Merci pour votre temps. Au revoir.

CATI All [not_knowninbound_invite_requested]

Int1

Bonjour/Bonsoir. J'aimerais parler à <<sample.name>>. Est-ce que c’est vous? [SI ILS DOIVENT ALLER CHERCHER LA PERSONNE À QUI NOUS VOULONS PARLER, ATTENDEZ QU'ELLE PRENNE LE TÉLÉPHONE ET RELISEZ L'INTRODUCTION] Je suis _____ et je vous appelle pour le compte des Services publics et de l'Approvisionnement du Canada (SPAC). Nous contactons des personnes qui ont appelé le Centre des pensions au cours des trois derniers mois. Nous menons une étude pour en savoir plus sur votre expérience en tant que membre du régime de retraite lorsque vous accédez à nos services. Votre rétroaction est essentielle pour améliorer les services. Ce sondage est d’une durée de moins de 10 minutes. Votre participation est volontaire et confidentielle. Si vous souhaitez en savoir davantage sur notre politique de confidentialité, pour valider la légitimité de cette étude ou si vous nécessitez un moyen différent pour remplir ce sondage, veuillez m’en aviser. Avez-vous le temps de répondre à ce sondage maintenant? Veuillez VALIDER Préférez-vous continuer en français ou en anglais? [SI LE RÉPONDANT SE QUESTIONNE SUR LA LÉGITIMITÉ DU SONDAGE]:Si vous souhaitez vérifier l’authenticité de ce sondage, veuillez visiter le site web du Centre des pensions du gouvernement du Canada (https://www.tpsgc-pwgsc.gc.ca/remuneration-compensation/services-pension-services/pension/cn-cu-fra.html) ou appelez le Centre des pensions du gouvernement du Canada au 1-800-561-7930. [SI LE RÉPONDANT SE QUESTIONNE SUR LA CONFIDENTIALITÉ]:Vos réponses resteront anonymes et les informations recueillies seront administrées conformément à la Loi sur la protection des renseignements personnels, la Loi sur l’accès à l’information et toute autre législation pertinente. [POUR UNE MANIÈRE ALTERNATIVE DE REMPLIR LE SONDAGE]: Si vous éprouvez des difficultés en lien avec le sondage ou souhaitez remplir le sondage à l’aide d’un moyen alternatif, veuillez contacter Advanis par téléphone au 1-866-509-6986 ou par courriel au sday+pension22@advanis.ca.

• ○ (1) Oui, continuer le sondage au téléphone
• ○ (2) Refus
• ○ (3) Rappel
• ○ (4) Envoyer SMS/message texte au numéro de téléphone actuel
• ○ (5) Envoyer SMS/message texte à un différent numéro de téléphone
• ○ (6) Envoyer courriel

Int2

FYI DO NOT EDIT Q NAME OR LEVELS - NECESSARY FOR BACKEND RECRUIT SENDING WEB PARTIAL COMPLETE Hi, I am __________ calling from MRCOMPANY. Thank you for taking the time to go to our online survey on public policy topics. We noticed that you started the online survey but did not finish it. Would you have a few minutes to finish the survey with me on the phone now? We will resume the survey where you left off online.

• ○ (1) Oui, continuer le sondage au téléphone
• ○ (2) Refus
• ○ (3) Rappel
• ○ (4) Envoyer SMS/message texte au numéro de téléphone actuel
• ○ (5) Envoyer SMS/message texte à un différent numéro de téléphone
• ○ (6) Envoyer courriel

CB1

T1

Merci pour votre temps. Au revoir.

intro3

Veuillez noter que cet appel peut être enregistré à des fins de contrôle de qualité et de formation. Vos réponses resteront anonymes et les informations recueillies seront administrées conformément à la Loi sur la protection des renseignements personnels, la Loi sur l’accès à l’information et toute autre législation pertinente. En participant à ce sondage, vous consentez à l’utilisation de vos réponses à des fins de recherches et statistiques. La base de donnée anonymisée des réponses peut être partagée avec des chercheurs externes sous la condition qu’aucune information personnelle ne soit distribuée ou rendue publique.

• ○ (1) Continuer
• ○ (2) Arrêt de l'enregistrement

CATI Recruit to Web [FALSE]

confirmemail

FYI DO NOT EDIT Q NAME OR LEVELS - NECESSARY FOR BACKEND RECRUIT SENDING What email address would you like us to send the survey link to?

____________________

EndEmail

You will be receiving an email message shortly with the survey address and login details. Have a nice day.

confirmsms

FYI DO NOT EDIT Q NAME OR LEVELS - NECESSARY FOR BACKEND RECRUIT SENDING What mobile phone number would you like us to send the survey link to?

____________________

EndSMS

You will be receiving an SMS message shortly with a link to the survey from 13333.

17

Stop

Aucun problème. L'appel ne sera pas enregistré.

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Services publics et de l'Approvisionnement du Canada (SPAC) mènent une étude pour en savoir plus sur votre expérience en tant que membre du régime de retraite lorsque vous accédez à nos services. Nous contactons des personnes qui ont <<CalledorAccessed>> au cours des trois derniers mois. Votre rétroaction est essentielle pour améliorer les services. If you prefer to complete the survey in English, please click on "English". Note: Si vous devez remplir le sondage en plusieurs sessions, vous pouvez utiliser à nouveau le même lien et le sondage reprendra là où vous l'avez laissé. Veuillez cliquer sur le boutton « Commencer » pour continuer

Votre participation est volontaire et vos réponses resteront strictement confidentielles. Cette enquête est enregistrée auprès du Conseil de recherche et d’intelligence marketing canadien (CRIC). Le numéro de vérification du projet est : 20220803-AD981. Cliquez ici pour vérifier l'authenticité de cette enquête. Si vous éprouvez des difficultés en lien avec le sondage ou souhaitez remplir le sondage à l’aide d’un moyen alternatif, veuillez contacter Advanis par téléphone au 1-866-509-6986 ou par courriel au sday+pension22@advanis.ca.

© 2022 Advanis Politique de confidentialité Engagement du CRIC

Screeners

agecati

Nous devons commencer par poser quelques questions rapides, car cette enquête n'est pas pertinente pour tout le monde et nous ne voulons pas faire perdre de temps à qui que ce soit. Tout d'abord, quel est votre âge?

• ○ (1) Under 16
• ○ (2) 16 to 17
• ○ (3) 18 to 34
• ○ (4) 35 to 54
• ○ (5) 55 to 64
• ○ (6) 65 or older
• ○ (-8) Refus

age

Nous devons commencer par poser quelques questions rapides, car cette enquête n'est pas pertinente pour tout le monde et nous ne voulons pas faire perdre de temps à qui que ce soit. Tout d'abord, quel est votre âge?

• ○ (0) __TREE_QUESTION__
• ○ (11) Moins de 18 ans|Moins de 12
• ○ (12) Moins de 18 ans|12
• ○ (13) Moins de 18 ans|13
• ○ (14) Moins de 18 ans|14
• ○ (15) Moins de 18 ans|15
• ○ (16) Moins de 18 ans|16
• ○ (17) Moins de 18 ans|17
• ○ (18) 18 à 29 ans|18
• ○ (19) 18 à 29 ans|19
• ○ (20) 18 à 29 ans|20
• ○ (21) 18 à 29 ans|21
• ○ (22) 18 à 29 ans|22
• ○ (23) 18 à 29 ans|23
• ○ (24) 18 à 29 ans|24
• ○ (25) 18 à 29 ans|25
• ○ (26) 18 à 29 ans|26
• ○ (27) 18 à 29 ans|27
• ○ (28) 18 à 29 ans|28
• ○ (29) 18 à 29 ans|29
• ○ (30) 30 à 39 ans|30
• ○ (31) 30 à 39 ans|31
• ○ (32) 30 à 39 ans|32
• ○ (33) 30 à 39 ans|33
• ○ (34) 30 à 39 ans|34
• ○ (35) 30 à 39 ans|35
• ○ (36) 30 à 39 ans|36
• ○ (37) 30 à 39 ans|37
• ○ (38) 30 à 39 ans|38
• ○ (39) 30 à 39 ans|39
• ○ (40) 40 à 49 ans|40
• ○ (41) 40 à 49 ans|41
• ○ (42) 40 à 49 ans|42
• ○ (43) 40 à 49 ans|43
• ○ (44) 40 à 49 ans|44
• ○ (45) 40 à 49 ans|45
• ○ (46) 40 à 49 ans|46
• ○ (47) 40 à 49 ans|47
• ○ (48) 40 à 49 ans|48
• ○ (49) 40 à 49 ans|49
• ○ (50) 50 à 59 ans|50
• ○ (51) 50 à 59 ans|51
• ○ (52) 50 à 59 ans|52
• ○ (53) 50 à 59 ans|53
• ○ (54) 50 à 59 ans|54
• ○ (55) 50 à 59 ans|55
• ○ (56) 50 à 59 ans|56
• ○ (57) 50 à 59 ans|57
• ○ (58) 50 à 59 ans|58
• ○ (59) 50 à 59 ans|59
• ○ (60) 60 à 69 ans|60
• ○ (61) 60 à 69 ans|61
• ○ (62) 60 à 69 ans|62
• ○ (63) 60 à 69 ans|63
• ○ (64) 60 à 69 ans|64
• ○ (65) 60 à 69 ans|65
• ○ (66) 60 à 69 ans|66
• ○ (67) 60 à 69 ans|67
• ○ (68) 60 à 69 ans|68
• ○ (69) 60 à 69 ans|69
• ○ (70) 70 à 79 ans|70
• ○ (71) 70 à 79 ans|71
• ○ (72) 70 à 79 ans|72
• ○ (73) 70 à 79 ans|73
• ○ (74) 70 à 79 ans|74
• ○ (75) 70 à 79 ans|75
• ○ (76) 70 à 79 ans|76
• ○ (77) 70 à 79 ans|77
• ○ (78) 70 à 79 ans|78
• ○ (79) 70 à 79 ans|79
• ○ (80) 80 à 89 ans|80
• ○ (81) 80 à 89 ans|81
• ○ (82) 80 à 89 ans|82
• ○ (83) 80 à 89 ans|83
• ○ (84) 80 à 89 ans|84
• ○ (85) 80 à 89 ans|85
• ○ (86) 80 à 89 ans|86
• ○ (87) 80 à 89 ans|87
• ○ (88) 80 à 89 ans|88
• ○ (89) 80 à 89 ans|89
• ○ (90) 90 ans ou plus

TD3

Thank you for your interest in this survey, but you must be 16 or older to participate according to guidelines in the marketing research industry. Please respond to surveys like this (from legit research firms like us at Advanis) when you turn 16. Research is very important to help governments, not-for-profits, and private businesses make better decisions and develop better services and products. If you'd like to see what kind of insights we all get from research, check out tellcityhall.ca/surveys. Thanks again,

and our public policy service

province

In which province or territory do you live?

• ○ (1) Alberta
• ○ (2) Colombie-Britannique
• ○ (3) Manitoba
• ○ (4) .
• ○ (5) Nouveau-Brunswick
• ○ (7) Territoires du Nord-Ouest
• ○ (6) Nouvelle-Écosse
• ○ (8) Nunavut
• ○ (9) Ontario
• ○ (10) Île-du-Prince-Édouard
• ○ (11) Québec
• ○ (12) Saskatchewan
• ○ (13) Yukon
• ○ (14) .

Tprov

.

.

Intro1

Le ministre des Services publics et de l'Approvisionnement du Canada (SPAC) mène une étude pour en savoir plus sur votre expérience en tant que membre du régime de retraite lorsque vous accédez à nos services. Votre rétroaction est essentielle pour améliorer les services. Note: Si vous devez remplir le sondage en plusieurs sessions, vous pouvez utiliser à nouveau le même lien et le sondage reprendra là où vous l'avez laissé. Veuillez cliquer sur la flèche vers la droite pour continuer Votre participation est volontaire et vos réponses resteront strictement confidentielles. © 2022 Advanis Politique de confidentialité Engagement du CRIC

Q1

Votre plus récente interaction avec le Centre des pensions du gouvernement du Canada a-t-elle eu lieu ou avez-vous utilisé le portail des pensions des employés en ligne?

• ○ (1) Centre des pensions du gouvernement du Canada
• ○ (2) Portail en ligne

Q2a

Quel était le but de votre appel au Centre des pensions? Sélectionnez tout ce qui s'applique.

• □ (1) Pour un versement de pension / demander une estimation de votre pension
• □ (2) Pour obtenir une mise à jour du statut d'un paiement de transfert (valeur de transfert, accord de transfert de pensions)
• □ (3) Pour demander un devis de rachat et/ou appliquer au rachat de service
• □ (4) Pour demander des renseignements généraux sur la pension, un formulaire ou de la documentation
• □ (5) Pour mettre à jour votre profil (nom, adresse, informations bancaires, etc.)
• □ (6) En raison d'événements de la vie (inscriptions, statut matrimonial, prestations supplémentaires de décès)
• □ (97) Autre (veuillez préciser) : 

Q2b

Pour quelle raison avez-vous utilisé le portail de pension en ligne? Sélectionnez tout ce qui s'applique.

• □ (1) Obtenir une estimation de pension
• □ (2) Mettre à jour les informations personnelles (adresse, coordonnées, etc.)
• □ (3) L'estimateur de rachat de service / pour connaître le statut de paiement
• □ (4) L'estimateur de prestations de survivant
• □ (5) Autre (veuillez préciser) : 

Q3a

En pensant à votre expérience récente avec le Centre des pensions du gouvernement du Canada, comment évalueriez-vous votre satisfaction à l'égard des éléments suivants?

• 1. La facilité de navigation dans le système téléphonique automatisé
• 2. La courtoisie du personnel
• 3. La serviabilité du personnel
• 4. Le niveau de connaissance du personnel
• 5. La clarté des informations qui vous ont été données
• 6. La ponctualité du service que vous avez reçu

• ○ (1) Très satisfait(e)
• ○ (2) Satisfait(e)
• ○ (3) Neutre
• ○ (4) Insatisfait(e)
• ○ (5) Très insatisfait(e)
• ○ (-8) Ne s'applique pas

Q3b

En pensant à votre récente expérience d'utilisation du portail de pension en ligne, comment évalueriez-vous votre satisfaction pour chacun des éléments suivants?

• 1. Facilité de connexion
• 2. Facilité de navigation sur la page d'accueil
• 3. Facilité d'utilisation des options de libre-service

• ○ (1) Très satisfait(e)
• ○ (2) Satisfait(e)
• ○ (3) Neutre
• ○ (4) Insatisfait(e)
• ○ (5) Très insatisfait(e)
• ○ (-8) Ne s'applique pas

Q4

Sur une échelle de 1 à 10, les informations qui vous ont été fournies étaient-elles faciles à comprendre? [[L'information à laquelle nous faisons référence proviendrait de l'expert en retraite au téléphone ou de l'information trouvée sur le portail. ]]

• ○ (10) 10 - Facile à comprendre
• ○ (9) 9
• ○ (8) 8
• ○ (7) 7
• ○ (6) 6
• ○ (5) 5
• ○ (4) 4
• ○ (3) 3
• ○ (2) 2
• ○ (1) 1 - Je n'ai pas du tout compris
• ○ (-8) Ne s'applique pas

Q5

Comment évalueriez-vous votre expérience avec le service que vous avez reçu?

• ○ (5) Très satisfait(e)
• ○ (4) Plutôt satisfait(e)
• ○ (3) Ni satisfait(e) ni insatisfait(e)
• ○ (2) Plutôt insatisfait(e)
• ○ (1) Très insatisfait(e)

Q6

Sur une échelle de 1 à 10, quelle est la probabilité que vous utilisiez les options de contact suivantes si elles vous étaient offertes :

• 1. Accéder aux renseignements personnels sur le régime de retraite à partir d'un ordinateur personnel (portable ou de bureau)
• 2. Rappels/notifications par message texte (SMS)
• 3. Webchat/messagerie instantanée avec le Centre des pensions
• 4. Rencontre virtuelle (audio/vidéo) avec le Centre des pensions
• 5. Application mobile

• ○ (10) 10 - Très probable
• ○ (9) 9
• ○ (8) 8
• ○ (7) 7
• ○ (6) 6
• ○ (5) 5
• ○ (4) 4
• ○ (3) 3
• ○ (2) 2
• ○ (1) 1 - Pas du tout probable

3

D1

Quel est votre statut actuel au Centre des pensions du gouvernement du Canada?

• ○ (1) Actif (actuellement employé(e))
• ○ (2) Non-actif (retraité(e))
• ○ (3) Survivant
• ○ (4) Autre (veuillez préciser) : 

D2

Dans quel groupe d'âge vous situez-vous?

• ○ (1) 19 ans ou moins
• ○ (2) 20 à 29 ans
• ○ (3) 30 à 39 ans
• ○ (4) 40 à 49 ans
• ○ (5) 50 à 59 ans
• ○ (6) 60 à 69 ans
• ○ (7) 70 ans ou plus
• ○ (-8) Je préfère ne pas répondre

D3

Appartenez-vous à l'un des groupes suivants?

• □ (2) Autochtones
• □ (3) LGBTQ2+
• □ (4) Personnes handicapées
• □ (5) Membres d'une minorité visible
• □ (1) Non, je n'appartiens à aucun de ces groupes <<catiDoNotReae>>
• □ (7) Je préfère ne pas répondre <<catiDoNotRead>>

D4

Veuillez identifier votre genre:

• ○ (1) Homme
• ○ (2) Femme
• ○ (3) Non-binaire
• ○ (4) Autre (veuillez préciser) : 
• ○ (-8) Je préfère ne pas répondre

Q7a

Dans l'ensemble, quelle est la chose que vous avez le plus appréciée dans votre interaction avec le Centre des pensions du Gouvernement du Canada?

____________________

Q7b

Dans l'ensemble, quelle est la chose que vous avez le plus appréciée dans votre interaction avec le portail de pension en ligne?

____________________

Q8a

Dans l'ensemble, qu'est-ce qui pourrait être amélioré le plus pour faire de votre interaction avec le Centre des pensions du Gouvernement du Canada une expérience plus positive?

____________________

Q8b

Dans l'ensemble, qu'est-ce qui pourrait être amélioré le plus pour faire de votre interaction avec le portail de pension en ligne une expérience plus positive?

____________________

PretestQs [FALSE]

P1

Nous aimerions maintenant connaître votre opinion sur ce questionnaire. Dans l'ensemble, dans quelle mesure les questions de cette enquête étaient-elles faciles à comprendre? Veuillez utiliser une échelle de 0 à 10 où 0 signifie très difficile et 10 signifie très facile.

• ○ (0) 0 - Très difficile
• ○ (1) 1
• ○ (2) 2
• ○ (3) 3
• ○ (4) 4
• ○ (5) 5
• ○ (6) 6
• ○ (7) 7
• ○ (8) 8
• ○ (9) 9
• ○ (10) 10 - Très facile

P2

Veuillez nous dire pourquoi vous avez attribué cette note à l'enquête. Par exemple, quels mots ou questions spécifiques avez-vous trouvé difficiles à comprendre?

____________________

• ○ (-8) Je préfère ne pas répondre

4

t2

Vous avez maintenant terminé le sondage. Merci beaucoup pour votre temps.

.

Dtext

.

gender

.

• ○ (1) Homme
• ○ (2) Femme
• ○ (3) Autre

LGBTQ2

.

• ○ (1) Oui
• ○ (0) Non
• ○ (-8) Je préfère ne pas répondre

urban

Lequel des énoncés suivants décrit le mieux le lieu où vous habitez?

• ○ (0) Urbain (ville, village)
• ○ (1) Rural (campagne, ferme)

farm

Vivez-vous sur une ferme ou en possédez-vous une?

• ○ (1) Oui
• ○ (0) Non

commodity1

Parmi les produits suivants, lequel considérez-vous comme le produit principal de votre ferme ou ranch? Nous entendons par là celui qui contribue le plus aux ventes brutes totales de votre ferme ou de votre ranch.

• ○ (1) Culture
• ○ (2) Boeuf
• ○ (3) Produits laitiers
• ○ (4) Volaille
• ○ (5) Porcs
• ○ (6) Fruits, légumes, baies ou noix
• ○ (7) Autre (précisez):
• ○ (8) Aucune de ces réponses

fulltime

Travaillez-vous à temps plein dans votre ferme ou ranch?

• ○ (1) Oui
• ○ (0) Non

D5

.

• ○ (1) Moins de 50 000 $
• ○ (2) 50 000 $ à 99 999 $
• ○ (3) 100 000 $ à 249 999 $
• ○ (4) 250 000 $ à 499 999 $
• ○ (5) 500 000 $ à 999 999 $
• ○ (6) 1 million à un peu moins de 10 millions de dollars
• ○ (7) 10 millions de dollars ou plus
• ○ (-8) Je préfère ne pas répondre
• ○ (-9) Je ne sais pas

D3b

Quelle est la superficie totale des terres exploitables de votre ferme / ranch? Les terres exploitables comprennent toutes les terres cultivées, les pépinières, le gazon, les arbres de Noël, les érables exploités, les jachères et les pâturages.

____________________

• ○ (-8) Je préfère ne pas répondre
• ○ (-9) Je ne sais pas

employment

Quelle est votre situation d'emploi actuelle?

• ○ (1) Travailler pour un employeur à temps plein, soit 35 heures ou plus par semaine
• ○ (2) Travailler pour un employeur à temps partiel, soit moins de 35 heures par semaine
• ○ (3) Travailleur autonome
• ○ (4) Sans emploi, mais en recherche de travail
• ○ (5) À la retraite
• ○ (6) Au foyer à temps plein
• ○ (7) Autre

smallbus

.

• ○ (1) Oui
• ○ (0) Non
• ○ (-8) Je préfère ne pas répondre

homeowner

.

• ○ (1) Oui
• ○ (0) Non

income

Quel est le revenu annuel de votre ménage?

• ○ (1) Moins de 20,000 $
• ○ (2) 20,000 $ à moins de 40,000 $
• ○ (3) 40,000 $ à moins de 60,000 $
• ○ (4) 60,000 $ à moins de 80,000 $
• ○ (5) 80,000 $ à moins de 100,000 $
• ○ (6) 100,000 $ à moins de 120,000 $
• ○ (7) 120,000 $ à moins de 140,000 $
• ○ (8) 140,000 $ à moins de 160,000 $
• ○ (9) 160,000 $ ou plus
• ○ (-8) Je préfère ne pas répondre

hhmembers

Combien de personnes habitent dans votre foyer, en vous incluant?

• ○ (1) 1
• ○ (2) 2
• ○ (3) 3
• ○ (4) 4
• ○ (5) 5
• ○ (6) 6
• ○ (7) Plus de 6
• ○ (-8) Je préfère ne pas répondre

childrenathome

Y a-t-il des enfants de moins de 18 ans au sein du foyer?

• ○ (1) Oui
• ○ (0) Non
• ○ (-8) Je préfère ne pas répondre

childrensages

.

• □ (1) Moins de 5 ans
• □ (2) 5 à 11 ans
• □ (3) 12 à 17 ans
• ○ (-8) Je préfère ne pas répondre

seniorinhh

.

• ○ (1) Oui
• ○ (0) Non
• ○ (-8) Je préfère ne pas répondre

postsec

.

• ○ (1) .
• ○ (2) .
• ○ (3) Non

disabled

Vous considérez-vous comme ayant un handicap? Les personnes avec un handicap incluent celles qui ont des déficiences physiques, mentales, intellectuelles ou sensorielles à long terme qui, en interaction avec divers obstacles, peuvent entraver leur participation pleine et effective à la société sur un pied d'égalité avec les autres.

• ○ (1) Oui
• ○ (0) Non
• ○ (-9) Incertain

resident

Au total, pendant combien d'années avez-vous été un résident du Canada? Si vous avez vécu au Canada de façon intermittente, veuillez entrer le nombre d'années total vécu ici.

• ○ (2) 1 an ou moins
• ○ (9) Plus d'un an, mais moins de 6 ans
• ○ (10) 6 à 9 ans
• ○ (7) Plus d'un an, mais moins de 10 ans
• ○ (3) 2 à 9 ans
• ○ (4) 10 à 14 ans
• ○ (5) 15 à 19 ans
• ○ (6) 20 ans ou plus, mais pas ma vie entière
• ○ (1) Ma vie entière
• ○ (99) Je préfère ne pas répondre

ethnicity

.

• □ (18) .
• □ (17) .
• □ (1) Premières Nations
• □ (3) Métis
• □ (4) Inuk (Inuit)
• □ (5) .
• □ (19) .
• □ (6) .
• □ (7) Chinois
• □ (8) Noir
• □ (9) Philippin
• □ (10) Latino-américain
• □ (11) Arabe
• □ (20) .
• □ (12) .
• □ (13) .
• □ (14) Coréen
• □ (15) Japonais
• □ (16) Autre (précisez):

reserve

Vivez-vous dans une réserve?

• ○ (1) Oui
• ○ (0) Non
• ○ (-8) Je préfère ne pas répondre

education

.

• ○ (1) École secondaire terminée ou moins
• ○ (2) Quelques années d'éducation post secondaire ou diplôme d'études collégiales complété
• ○ (3) Diplôme universitaire ou diplôme d'études supérieures complété
• ○ (-8) Refus

.

C1

Dans quelle ville habitez-vous ou de quelle ville êtes-vous le plus proche?

• ○ (0) Autre

C2

Quel est le nom de la municipalité dans laquelle vous vivez ou êtes le plus proche?

FSA

So we can classify responses based on where people live, please enter the first three digits of your postal code. Note that we cannot identify your address from this information since the first three digits of your postal code are not residence-specific.

____________________

• ○ (-8) Je préfère ne pas répondre
• ○ (-9) Je ne sais pas

ene1 [FALSE]

EndTCH

.

EndCATI

.