Client satisfaction survey – October to December 2023
General Division (Employment Insurance and Income Security) and Appeal Division survey results
Overall satisfaction: 95%
| Appeal type | Satisfaction | Participants |
|---|---|---|
| Employment Insurance | 96% | 199 |
| Income Security | 89% | 49 |
| Appeal Division | 96% | 46 |
During the appeal process, did you know what to expect and how to prepare?
| Employment Insurance | Income Security | Appeal Division | Combined |
|---|---|---|---|
| 97% | 88% | 100% | 96% |
Some commenters said that they needed more hearing information to feel more prepared.
Were you able to participate fully, for example: answer questions, correct errors and explain your case?
| Employment Insurance | Income Security | Appeal Division | Combined |
|---|---|---|---|
| 98% | 90% | 95% | 96% |
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.
You’re satisfied the member was fair?
| Employment Insurance | Income Security | Appeal Division | Combined |
|---|---|---|---|
| 93% | 91% | 93% | 93% |
Types of hearings
Text version
- In person: 17%
- Teleconference: 52%
- Videoconference: 31%
Did you experience any technical issues?
Text version
- Yes: 17%
- No: 83%
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 174 comments on this topic.
Most of the respondents encountered no barriers in the process. However, some noted issues with:
- the timelines and overall length of the appeal process
- how to prepare (to appeal and/or for hearing)
- gathering evidence
Did you face any personal barriers or hurdles that made your appeal process more difficult?
We received 38 comments on this aspect of the process.
Most respondents had no personal barriers or hurdles in the appeal process. Some people described issues arising from:
- a lack of access to a device or internet
- a lack of access to information on how to appeal
- physical or mental health issues
Do you have any other comments to add?
We received 123 comments on this topic.
Many of the responses to this question expressed satisfaction or no further comments. Some respondents suggested to provide more guidance and information on how to appeal.