Client satisfaction survey – July to September 2023
For the following questions about navigators, website visits and types of hearing, this data is for the period of July 1 to August 15 only. It doesn’t cover the full quarter because we were testing new survey questions. We’ll start to report on those new questions next quarter.
General Division (Employment Insurance and Income Security) and Appeal Division survey results
Overall satisfaction: 93%
| Appeal type | Satisfaction | Participants |
|---|---|---|
| Employment Insurance | 93% | 173 |
| Income Security | 97% | 37 |
| Appeal Division | 90% | 14 |
Before the hearing, did you know what to expect and how to prepare?
| Employment Insurance | Income Security | Appeal Division | Combined |
|---|---|---|---|
| 92% | 100% | 97% | 96% |
Some commenters said that they needed more hearing information to feel more prepared.
Did your navigator help you feel more prepared and confident with your appeal?
| Employment Insurance | Income Security | Appeal Division | Combined |
|---|---|---|---|
| 100% | 100% | 100% | 100% |
Most commenters were satisfied with their navigators. Some people said they wished their navigator could have given them advice.
Were you able to participate fully, for example: answer questions, correct errors and explain your case?
| Employment Insurance | Income Security | Appeal Division | Combined |
|---|---|---|---|
| 97% | 95% | 100% | 97% |
Many respondents expressed satisfaction with our services. Some said that they had difficulties in the hearing. Some people said they felt the hearing was unfair.
Did you visit the website? Did you find what you were looking for?
Text version
Visited SST’s website?
- Yes 62%
- No 38%
Did you find what you were looking for?
- Yes 87%
- No 13%
Most of the commenters who visited the website looked for information about the appeal process and published decisions.
Were you happy with the type of hearing you had?
Satisfaction rate by type of hearing
Text version
- Happy with in-person hearing: 100%
- Happy with teleconference hearing: 95%
- Happy with videoconference hearing: 95%
Types of hearings
Text version
- In person: 19%
- Teleconference: 55%
- Videoconference: 26%
Did you experience any barriers during the process that made your appeal more difficult?
We received 151 comments on this topic.
Most of the respondents encountered no barriers in the process. However, some noted issues with:
- the overall length of the appeal process
- feeling documents were unclear or too technical to understand
- feeling that the process was unclear or difficult
Did you face any personal hurdles that made your appeal process more difficult?
We received 38 comments on this aspect of the process.
Most respondents had no personal hurdles in the appeal process. Some people described issues arising from:
- a lack of access to a device or internet
- an inconvenient hearing location
- physical or mental health issues
Do you have any other comments or suggestions about how we can improve our services?
We received 110 comments on this topic.
Many of the responses to this question expressed satisfaction or no further comments. Some respondents suggested:
- shorter processing times
- more support or information