00000nam 2200000zi 4500 9.946665 CaOODSP 20250613141509 m o d f cr mn||||||||| 250109t20252025quc o f000 0 eng d 9780660751603 CaOODSP eng rda CaOODSP n-cn--- Em4-23/1-2024E-PDF Service Canada's client experience research 2023-24 : qualitative findings report / prepared for Employment and Social Development Canada (ESDC). [Gatineau, QC] : Employment and Social Development Canada = Emploi et Développement social Canada, 2025. ©2025 1 online resource (49 pages) text txt rdacontent computer c rdamedia online resource cr rdacarrier Cover title. Issued also in French under title: Recherche qualitative 2023-2024 portant sur l'expérience client de Service Canada : rapport des résultats qualitatifs. "Registration Number: POR 008-24." "Contract Number: #CW2365019 (G9292-256765)." "Supplier: Ipsos Limited Partnership." "Delivery Date: January 14, 2025." "The annual Service Canada Client Experience (CX) Survey measures the end-to-end service experience delivered by Service Canada and tracks the impact of service delivery change on clients’ ability to access federal programs and satisfaction with the federal programs. The 2023-24 CX Survey is the seventh annual wave. The project is conducted in two phases: an initial quantitative survey followed by a qualitative phase of research. The research objectives for the 2023-24 CX qualitative component focused on: level of ease/difficulty; service barriers encountered and improvements; resources used when applying to a statutory program and for EI clients only job search experiences; program-specific and non-program specific “life events”; and online “life events” service hubs. The results from the qualitative research will contribute to broader efforts at enhancing client experience, improving service delivery and operational efficiency at Service Canada. Included in the report are suggested improvements and actionable insights covering the client journeys in each of the five statutory programs, as well as two topics under special investigation: EI Claimant Information Sessions and the life events online information hubs"--Executive summary, Background, objectives and methodology, page 4. Canada. Service Canada Customer services Public opinion. Public opinion Canada. Canada. Employment and Social Development Canada, issuing body. Ipsos (Firm), consultant. Recherche qualitative 2023-2024 portant sur l'expérience client de Service Canada : (CaOODSP)9.946666 Service Canada client experience qualitative research 2022-23 : (CaOODSP)9.930809 PDF 813 KB https://publications.gc.ca/collections/collection_2025/edsc-esdc/Em4-23-1-2024-eng.pdf HTML N/A https://epe.bac-lac.gc.ca/100/200/301/pwgsc-tpsgc/por-ef/employment_social_development_canada/2025/008-24-e/008-24-report-qual.htm