Document T071

2004 Canadian Passport Office National Client Satisfaction Survey

Report presented to the Passport Canada, September 2004

Passport Canada wanted to obtain a reproducible measurement of the satisfaction of its clients to track improvement and identify targets for amelioration. Circum Network developed a custom questionnaire based on the Common Measurements Tool and administered it over the telephone to a sample in excess of 1,300 recent clients. Analyses included the identification of client values, the assessment of client satisfaction and the ranking of priorities for service improvement.

372 pages, 2.4 Mb [PDF format]

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