Client Satisfaction Survey – June* 2020
*Information not available for the months of April and May, due to COVID-19
General Division Employment Insurance and Income Security survey results
Overall satisfaction: 87%
Appeal type | Satisfaction | Response rate | Participants | Margin of error |
---|---|---|---|---|
EI | 90% | 58% | 78 | ±6% 19/20 times |
IS | 80% | 53% | 30 |
Overall satisfaction: 94%
Q1 Appeal process easy to understand
Results
- Employment Insurance: 95%
- Income Security: 90%
Although 94% found the process easy to understand, those who expressed difficulty mentioned they wish they had known basic facts about the hearing to better prepare, such as:
- the right to an interpreter (one appellant brought their own)
- the importance of witnesses
- a panel of one member (one appellant was expecting three)
- decisions available on the website
- the absence of other parties
Comments
- “I found the appeal process easy to understand only with the help of my spouse.”
- “I was told by EI to go on the site, get the form to apply and once I did, everything was explained very well. Each step was explained, overall it was a good experience."
Overall satisfaction: 90%
Q2 Forms, letters, emails easy to understand
Results
- Employment Insurance: 92%
- Income Security: 83%
Representatives offered suggestions to improve document handling:
- emails with more descriptive subject headings
- documents in PDF to allow for searches during a hearing
- coding appellant arguments different from Commission arguments
- documents sent out earlier
- password protected emails
Comments
- “Some I really had to work on to understand what was going on. Takes time to read over and over again.”
- “The correspondence was clear to understand.”
Overall satisfaction: 100%
Q3 Treated with courtesy and respect
Results
- Employment Insurance: 100%
- Income Security: 100%
A very high combined percentage confirmed that they were treated with courtesy and respect throughout their appeals process.
Comments
- “The people were easy to get hold of and they called you back when you left a message.”
- “Always very respectful, polite, and informative.”
Overall satisfaction: 86%
Q4 Tribunal handled appeal quickly
Results
- Employment Insurance: 92%
- Income Security: 70%
- Many EI appellants commented about delays but attributed them to COVID. IS appellants were less forgiving for delays.
Comments
- “I would like the appeal process to be sooner than over 1 year.”
- “I find the appeal long, but considering the situation of the COVID-19 virus, I accept the delay, which is still reasonable.”
Overall satisfaction: 98%
Q5 Treated fairly by member
Results
- Employment Insurance: 97%
- Income Security: 100%
The satisfaction rate was universally high, although a few commented that members should be more reflective of their clients in terms of region and age.
Comments
- “The Tribunal Member allowed me to expose the lies from the other party during the appeal. I was able to express my opinion.”
- “Represented many clients at various hearings. SST is great and hearings are very civil. At ease."
Overall satisfaction: 94%
Q6 Happy with form of hearing
Results
- Employment Insurance: 95%
- Income Security: 90%
Many stated they preferred in person but understood that was not possible during the pandemic. Many also appreciated the convenience of teleconference due to anxiety or other conditions. A few commented on technical glitches with the phone or Zoom.
Comments
- “The Social Security Tribunal gave us a teleconference while we should have got the option of a Zoom video.”
- “Works very well when one suffers from severe anxiety to have a teleconference, and I was happy that my appeal proceeded while the COVID-19 pandemic was here.”
- “There was a technology glitch to connect everyone from the group appeal with the teleconference, but other than that it was ok.”
June 2020 compared to pre-COVID
Pre-COVID Dec. 2019 – Feb. 2020 | COVID June 2020 % change | |
---|---|---|
Overall Surveys before and after COVID do not show impact on client satisfaction. Differences in percentages are within the error margin with one exception of marked improvement noted below. |
86% EI: 88% IS: 78% |
+1 EI: +2 IS: +2 |
Q1 Appeal process easy to understand | 94% EI: 96% IS: 88% |
0 EI: -1 IS: +2 |
Q2 Forms, letters, emails easy to understand | 88% EI: 89% IS: 87% |
+2 EI: +3 IS: -4 |
Q3 Treated with courtesy and respect | 98% EI: 98% IS: 98% |
+2 EI: +2 IS: +2 |
Q4 Appeal was quick | 92% EI: 96% IS: 73% |
-6 EI: -4 IS: -3 |
Q5 Treated fairly at hearing Significantly more IS appellants said they were satisfied with the fairness of their hearing. |
95% EI: 95% IS: 85% |
+3 EI: +2 IS: +15 |
Q6 Satisfied with hearing form | 94% EI: 96% IS: 85% |
0 EI: -1 IS: +5 |