Client satisfaction survey – January to March 2023
General Division (Employment Insurance and Income Security) and Appeal Division survey results
Overall satisfaction: 93%
| Appeal type | Satisfaction | Participants |
|---|---|---|
| Employment Insurance | 96% | 107 |
| Income Security | 92% | 27 |
| Appeal Division | 86% | 29 |
Before the hearing, did you know what to expect and how to prepare?
| Employment Insurance | Income Security | Appeal Division | Combined |
|---|---|---|---|
| 97% | 92% | 76% | 92% |
- Some commenters said that they needed more hearing information to feel more prepared.
Did your navigator help you feel more prepared and confident with your appeal?
| Employment Insurance | Income Security | Appeal Division | Combined |
|---|---|---|---|
| 100% | 87% | 94% | 92% |
- Most commenters were satisfied with their navigators.
Were you able to participate fully, for example: answer questions, correct errors and explain your case?
| Employment Insurance | Income Security | Appeal Division | Combined |
|---|---|---|---|
| 97% | 93% | 90% | 97% |
- Many respondents expressed satisfaction with our services. Some said that they had difficulties in the hearing.
Did you visit the website? Did you find what you were looking for?
Text version
Visited SST’s website?
- Yes 51%
- No 49%
Did you find what you were looking for?
- Yes 92%
- No 8%
- Most of the commenters who visited the website looked for information about the appeal process or for general information about the SST.
Were you happy with the type of hearing you had?
Satisfaction rate by type of hearing
Text version
- Happy with in-person hearing: 97%
- Happy with teleconference hearing: 96%
- Happy with videoconference hearing: 95%
Types of hearings
Text version
- In person: 10%
- Teleconference: 57%
- Videoconference: 32%
Did you experience any barriers during the process that made your appeal more difficult?
We received 175 comments on this topic.
Most of the respondents encountered no barriers in the process. However, some expressed issues with:
- The overall length of the appeal process
- Receiving documents
- Feeling that the process was unclear or difficult.
Did you face any personal hurdles that made your appeal process more difficult?
We received 175 comments on this aspect of the process.
Most respondents had no personal hurdles in the appeal process. Some people described issues arising from
- A lack of access to a device or internet
- A lack of legal knowledge and/or background
- Physical or mental health issues.
Do you have any other comments or suggestions about how we can improve our services?
We received 175 comments on this topic.
Many of the responses to this question expressed satisfaction or no further comments. Some respondents suggested:
- Shorter processing times
- More support for information