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