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Don't confuse movement with progress.
This research was based on a telephone survey of clients. It included feedback from a representative sample of 1,074 clients chosen at random from the list of people who were delivered a passport over the three months prior to the survey. The data collection was performed by Écho Sondage from mid-July to early August 2001 and led to an overall response rate of 62%. The questionnaire generally conformed with the Common Measurement Tool model — the de facto standard for federal departments and agencies. Questions asked in previous Passport Office client feedback surveys were also considered. The report contains an executive summary.
333 pages, 1,108k [PDF format]
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