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For every complex problem there is an answer that is clear, simple, and wrong.
(H. L. Mencken)

Document T064

2003 Canadian Passport Office National Client Satisfaction Survey

Report presented to the Canadian Passport Office, September 2003

This research was based on a telephone survey of clients. It included feedback from a representative sample of 1,196 clients chosen at random from the list of people who were delivered a passport over the three months prior to the survey. The data collection was performed by Écho Sondage in June 2003 and led to an overall response rate of 57%. The questionnaire generally conformed with the Common Measurement Tool model — the de facto standard for federal departments and agencies. Questions asked in previous Passport Office client feedback surveys were also considered. The report contains an executive summary.

361 pages, 1,695k [PDF format]


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