Client satisfaction survey – January to March 2025
General Division (Employment Insurance and Income Security) and Appeal Division survey results
Overall satisfaction: 88%
| Appeal type | Satisfaction | Participants |
|---|---|---|
| Employment Insurance | 91% | 136 |
| Income Security | 83% | 54 |
| Appeal Division | 80% | 10 |
1 respondent did not provide their stream, but their satisfaction score factors into the overall satisfaction rate. Because of the small sample size, satisfaction rates at the stream level may not be accurate.
Before the appeal process, did you know what to expect and how to prepare?
| Employment Insurance | Income Security | Appeal Division | Combined |
|---|---|---|---|
| 91% | 83% | 90% | 89% |
Were you able to participate fully, for example: answer questions, correct errors and explain your case?
| Employment Insurance | Income Security | Appeal Division | Combined |
|---|---|---|---|
| 99% | 87% | 80% | 95% |
You’re satisfied the member was fair?
| Employment Insurance | Income Security | Appeal Division | Combined |
|---|---|---|---|
| 84% | 81% | 70% | 82% |
Types of hearings
Text version
- In person: 15%
- Teleconference: 53%
- Videoconference: 32%
Did you experience any technical issues?
Text version
- Yes: 21%
- No: 79%
Some commenters said they had difficulty connecting to the hearing or difficulty hearing the member at the hearing.
What was the hardest part about the appeal process at the SST?
We received 128 comments on this topic. Some people noted issues with:
- How to prepare for their hearing
- Presenting their arguments
- Finding help
Did you face any personal barriers or hurdles that made your appeal process more difficult?
We received 24 comments on this aspect of the process. Some people described issues arising from:
- Physical and mental health
- A lack of access to internet and technology
Do you have any other comments to add?
We received 50 responses to this question. Many respondents noted they experienced hardship during their appeal and struggled to understand the process. Respondents also suggested to provide more guidance and information on how to appeal.