Client satisfaction survey – October to December 2025
General Division (Employment Insurance and Income Security) and Appeal Division survey results
Overall satisfaction: 86%
This satisfaction rate may fall below historical averages likely due to changes to the survey questions.
| Appeal type | Satisfaction | Participants |
|---|---|---|
| Employment Insurance | 88% | 105 |
| Income Security | 83% | 44 |
| Appeal Division | 89% | 6 |
Because of the small sample size, satisfaction rates at the Appeal Division may not be accurate.
During the hearing, it was easy to refer to appeal documents.
| Employment Insurance | Income Security | Appeal Division | Combined |
|---|---|---|---|
| 92% | 84% | 83% | 90% |
Were you able to participate fully, for example: answer questions, correct errors and explain your case?
| Employment Insurance | Income Security | Appeal Division | Combined |
|---|---|---|---|
| 92% | 93% | 100% | 93% |
How helpful did you find the tools and resources provided by the SST?
| Very helpful or somewhat helpful | Unhelpful | Did not use | |
|---|---|---|---|
| Letters or email | 85% | 10% | 5% |
| 1-877 number or general email | 79% | 10% | 11% |
| Website | 55% | 15% | 30% |
| Organizations that can help | 30% | 16% | 54% |
| Online decision database | 30% | 14% | 56% |
| Video | 26% | 11% | 64% |
If you had a virtual hearing, did you experience any technical issues?
Text version
- Yes: 19%
- No: 81%
Some commenters said they had difficulty connecting to the hearing, experienced audio or video issues at the hearing or experienced multiple issues during the hearing.
Do you have any other comments to share?
We received 51 comments. Some respondents noted having a positive experience interacting with SST staff throughout the appeal process, while others suggested providing more guidance and information on how to appeal.