Client satisfaction survey – April to June 2022
General Division (Employment Insurance and Income Security) and Appeal Division survey results
Overall satisfaction: 96%
| Appeal type | Satisfaction | Participants |
|---|---|---|
| Employment Insurance | 97% | 190 |
| Income Security | 95% | 59 |
| Appeal Division | 92% | 43 |
Before the hearing, did you know what to expect and how to prepare?
| Employment Insurance | Income Security | Appeal Division | Combined |
|---|---|---|---|
| 98% | 97% | 93% | 97% |
- Some respondents said they needed more support managing documents and accessing information.
Did your navigator help you feel more prepared and confident with your appeal?
| Employment Insurance | Income Security | Appeal Division | Combined |
|---|---|---|---|
| N/A | 97% | 90% | 95% |
- Most respondents were very satisfied. A few of them said they would have liked more guidance.
Were you able to participate fully, for example: answer questions, correct errors and explain your case?
| Employment Insurance | Income Security | Appeal Division | Combined |
|---|---|---|---|
| 99% | 96% | 95% | 98% |
- Some respondents had issues with connectivity or their devices. A few said they wanted a different hearing format.
Did you visit the website? Did you find what you were looking for?
Text version
Visited SST’s website?
- Yes 52%
- No 48%
Did you find what you were looking for?
- Yes 93%
- No 7%
- Most respondents who visited the website were looking for appeal forms and information on what to expect from the appeal process.
Did you experience any barriers during the process that made your appeal more difficult?
192 out of 300 respondents left comments.
Most respondents said they didn’t face any barriers during the process. However, some people noted issues such as:
- unclear documents
- difficulty managing documents
- difficulty understanding the appeal process
Did you face any personal hurdles that made your appeal process more difficult?
187 out of 300 respondents left comments.
While most respondents said they didn’t face any personal hurdles, some reported challenges such as:
- physical and mental health issues
- lack of access to a device or the internet
- lack of legal knowledge or support
Do you have any other comments or suggestions about how we can improve our services?
235 out of 300 respondents left comments.
Most commenters left positive feedback. Some said they would like to see:
- faster processing
- more support throughout the appeal process
- a return to in-person hearings