Client satisfaction survey – October 2021 to December 2021

Overall satisfaction: 97%

Before the hearing, did you know what to expect and how to prepare?

• More than half the respondents said they got everything they needed. Some people asked for more information or better communications.

Did your navigator help you feel more prepared and confident with your appeal? 

• Most respondents said the navigators were very helpful. A third of them said they wished they had received more guidance.

Were you able to participate fully, for example: answer questions, correct errors and explain your case?

• Less than half of the respondents said they had barriers such as technical issues, emotional suffering, and missing information.

Did you visit the website? Did you find what you were looking for?

• Most respondents who visited the website were looking for appeal forms, information on the appeal process, or archived decisions.

Did you experience any barriers during the process that made your appeal more difficult?

123 out of 286 respondents left comments.

More than half of respondents said the appeal was easy to follow. Some people said they had issues, such as:

• complicated forms
• lack of legal knowledge or technical support
• technical difficulties
• lengthy process

Did you face any personal hurdles that made your appeal process more difficult?

111 out of 286 respondents left comments.

Almost half of respondents had to overcome personal hurdles, including:

• health issues
• stress and anxiety
• caregiving duties
• access to technology
• communication barriers

Do you have any other comments or suggestions about how we can improve our services?

158 out of 286 respondents left comments.

Two thirds of the comments were positive. Suggestions for improvement included:

• more hearing support or information
• changes to the forms
• support with tech issues

A few respondents said they were dissatisfied with ESDC or Service Canada.