For every complex problem there is an answer that is clear, simple, and wrong.
(H. L. Mencken)
OCTOBER 28, 2001
Continuous client feedback pilot project at Citizenship and Immigration Canada
Through a good part of 2001, Citizenship and Immigration Canada
has pilot tested a continuous client feedback mechanism in the form of a comment card made available at some 25 points of entry and inland offices. This report by Circum Network Inc.
presents the findings from this pilot project which include:
- the comment card approach seriously underestimates client satisfaction;
- low utilization of the comment cards can be traced back to a variety of factors (visual prominence of the displays, mail return, supply management, project communications, card design, perceptions among some staff, etc.);
- overall satisfaction was highest with service at inland offices (4.1 on 1-to-5 scale), followed by land ports of entry (3.7), and air ports of entry (2.3).
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