Client satisfaction survey – October to December 2022

Overall satisfaction: 96%

Appeal type	Satisfaction	Participants
Employment Insurance	96%	130
Income Security	96%	34
Appeal Division	92%	20

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

Employment Insurance	Income Security	Appeal Division	Combined
97%	91%	85%	95%

• Some respondents said they had difficulty communicating.

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

Employment Insurance	Income Security	Appeal Division	Combined
100%	100%	88%	95%

• Overall, respondents were very satisfied with their navigators. One respondent said they would have liked more guidance throughout the process.

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

Employment Insurance	Income Security	Appeal Division	Combined
97%	100%	100%	99%

• Many respondents said their member was helpful. Some respondents mentioned problems like sound quality and perceived bias.

Did you visit the website? Did you find what you were looking for?

• Most respondents who visited the website said they were looking for information about the appeal process or published decisions.

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?

173 out of 184 respondents left comments.

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

• physical or mental health issues
• difficulty managing documents

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

166 out of 184 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
• symptoms related to a disability

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

169 out of 184 respondents left comments.

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

• shorter timelines, especially when dealing with financial hardship 
• more information and support throughout the process