Client satisfaction survey – June* 2020

*Information not available for the months of April and May, due to COVID-19

General Division Employment Insurance and Income Security survey results

Overall satisfaction: 87%
Appeal type Satisfaction Response rate Participants Margin of error
EI 90%   90% 58%   58% (too low) 78 ±6% 19/20 times
IS 80%   80% 53%   53% (too low) 30

Overall satisfaction: 94% 94%

Q1 Appeal process easy to understand

Results

  • Employment Insurance: 95%
  • Income Security: 90%

Although 94% found the process easy to understand, those who expressed difficulty mentioned they wish they had known basic facts about the hearing to better prepare, such as:

  • the right to an interpreter (one appellant brought their own)
  • the importance of witnesses
  • a panel of one member (one appellant was expecting three)
  • decisions available on the website
  • the absence of other parties

Comments

  • “I found the appeal process easy to understand only with the help of my spouse.”
  • “I was told by EI to go on the site, get the form to apply and once I did, everything was explained very well. Each step was explained, overall it was a good experience.”

Overall satisfaction: 90% 90%

Q2 Forms, letters, emails easy to understand

Results

  • Employment Insurance: 92%
  • Income Security: 83%

Representatives offered suggestions to improve document handling:

  • emails with more descriptive subject headings
  • documents in PDF to allow for searches during a hearing
  • coding appellant submissions different from Commission submissions
  • documents sent out earlier
  • password protected emails

Comments

  • “Some I really had to work on to understand what was going on. Takes time to read over and over again.”
  • “The correspondence was clear to understand.”

 

 

Overall satisfaction: 100% 100%

Q3 Treated with courtesy and respect

Results

  • Employment Insurance: 100%
  • Income Security: 100%

A very high combined percentage confirmed that they were treated with courtesy and respect throughout their appeals process.

Comments

  • “The people were easy to get hold of and they called you back when you left a message.”
  • “Always very respectful, polite, and informative.”

Overall satisfaction: 86% 86%

Q4 Tribunal handled appeal quickly

Results

  • Employment Insurance: 92%
  • Income Security: 70%

Many EI appellants commented about delays but attributed them to COVID. IS appellants were less forgiving for delays.

Comments

  • “I would like the appeal process to be sooner than over 1 year.”
  • “I find the appeal long, but considering the situation of the COVID-19 virus, I accept the delay, which is still reasonable.”

Overall satisfaction: 98% 98%

Q5 Treated fairly by member

Results

  • Employment Insurance: 97%
  • Income Security: 100%

The satisfaction rate was universally high, although a few commented that members should be more reflective of their clients in terms of region and age.

Comments

  • “The Tribunal Member allowed me to expose the lies from the other party during the appeal. I was able to express my opinion.”
  • “Represented many clients at various hearings. SST is great and hearings are very civil. At ease.”

 

 

 

 

Overall satisfaction: 94% 94%

Q6 Happy with form of hearing

Results

  • Employment Insurance: 95%
  • Income Security: 90%

Many stated they preferred in person but understood that was not possible during the pandemic. Many also appreciated the convenience of teleconference due to anxiety or other conditions. A few commented on technical glitches with the phone or Zoom.

Comments

  • “The Social Security Tribunal gave us a teleconference while we should have got the option of a Zoom video.”
  • “Works very well when one suffers from severe anxiety to have a teleconference, and I was happy that my appeal proceeded while the COVID-19 pandemic was here.”
  • “There was a technology glitch to connect everyone from the group appeal with the teleconference, but other than that it was ok.”

June 2020 compared to pre-COVID

          Pre-COVID
Dec. 2019 – Feb. 2020
   COVID
June 2020
% change

Overall

Surveys before and after COVID do not show impact on client satisfaction. Differences in percentages are within the error margin with one exception of marked improvement noted below.
86%
EI: 88%
IS: 78%
+1
EI: +2
IS: +2
Q1  Appeal process easy to understand 94%
EI: 96%
IS: 88%
0
EI: -1
IS: +2
Q2  Forms, letters, emails easy to understand 88%
EI: 89%
IS: 87%
+2
EI: +3
IS: -4

Q3  Treated with courtesy and respect

98%
EI: 98%
IS: 98%
+2
EI: +2
IS: +2

Q4  Appeal was quick

92%
EI: 96%
IS: 73%
-6
EI: -4
IS: -3

Q5  Treated fairly at hearing

Significantly more IS appellants said they were satisfied with the fairness of their hearing.
95%
EI: 95%
IS: 85%
+3
EI: +2
IS: +15

Q6  Satisfied with hearing form

94%
EI: 96%
IS: 85%
0
EI: -1
IS: +5
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