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You are entitled to your opinion. But you are not entitled to your own facts.
(Daniel Patrick Moynihan)
This research was based on a self-administered survey of Canadian Passport Office clients. It included feedback from a sample of 6,903 clients who elected to respond to a short questionnaire inserted in the passport package. The questionnaire included the key satisfaction drivers identified in earlier research as well as room for comments. Respondents represented approximately 23% of the original sample which was made up of 1,000 forms randomly distributed by each of the Passport Office points of service between June 10 and August 30, 2002. Data collection was supervised by the Passport Office and was under the operational responsibility of the points of service.
30 pages, 151k [PDF format]
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