Client satisfaction survey – July to September 2022

Overall satisfaction: 96%

Appeal type	Satisfaction	Participants
Employment Insurance	96%	104
Income Security	95%	26
Appeal Division	98%	21

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

Employment Insurance	Income Security	Appeal Division	Combined
92%	92%	95%	93%

• Some respondents said they would have liked more information about how the hearing would work.

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

Employment Insurance	Income Security	Appeal Division	Combined
100%	94%	100%	97%

• Respondents were very satisfied and said they found their navigators were helpful and supportive.

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

Employment Insurance	Income Security	Appeal Division	Combined
100%	96%	95%	99%

• 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?

• Many respondents who visited the website said they were looking for information about the appeal process.

Were you happy with the type of hearing you had?

Satisfaction rate by type of hearing

Types of hearings

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

145 out of 152 respondents left comments.

Most respondents said they didn’t face any barriers during the process. However, some people noted issues such as:

• long timelines
• difficulty managing documents
• difficulty understanding the appeal process

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

139 out of 152 respondents left comments.

While most respondents said they didn’t face any personal hurdles, some reported challenges such as:

• lack of access to a device or the internet
• anxiety and mental health issues 

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

141 out of 152 respondents left comments.

Most commenters left positive feedback. Some said they would like to see:

• more information about the hearing
• shorter timelines 
• a return to in-person hearings