OCTOBER 28, 2001

Continuous client feedback pilot project at Citizenship and Immigration Canada

Through a good part of 2001, Citizenship and Immigration Canada has pilot tested a continuous client feedback mechanism in the form of a comment card made available at some 25 points of entry and inland offices. This report by Circum Network Inc. presents the findings from this pilot project which include:

• the comment card approach seriously underestimates client satisfaction;
• low utilization of the comment cards can be traced back to a variety of factors (visual prominence of the displays, mail return, supply management, project communications, card design, perceptions among some staff, etc.);
• overall satisfaction was highest with service at inland offices (4.1 on 1-to-5 scale), followed by land ports of entry (3.7), and air ports of entry (2.3).

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