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ARCHIVED - Economic Development Agency of Canada for the Regions of Quebec
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Promoter-centred service
Since 1996, the Agency has measured promoter (its clientele) satisfaction on a yearly basis. A telephone survey is conducted by an independent polling firm, using questions from the Common Measurements Tool. An in-house satisfaction report is drafted by the Departmental Performance Branch, and measures are taken with regard to the results.
Service standards were established in 2000. Compliance with these standards is evaluated regularly based on the findings of the telephone survey and internal reports. Corrective measures are taken where applicable.
The Agency's Web site and a corporate leaflet help provide promoters with information concerning service standards. The Performance Report also presents compliance with service standards and measurement of promoter satisfaction.
|
Service |
Service standard by type |
Performance against service standards |
Client satisfaction score |
Common measurements tool used (Y/N) |
Responding to results |
Planning to address missing elements |
|---|---|---|---|---|---|---|
|
Telephone call |
Deadline of 2 working days |
N/A1 |
80.4% (always returned within 2 days) |
Yes |
Yearly |
|
|
|
Deadline of 2 working days |
N/A1 |
81.4% (always returned within 2 days) |
Yes |
Yearly |
|
|
Financial assistance request |
Deadline of 35 to 65 days2 depending on scope of project Level of satisfaction (80%) |
78 calendar days – average processing time |
Very satisfied/ satisfied (68.2%) |
Yes |
Quarterly |
Service standards review plan in progress |
|
Claim request |
Level of satisfaction (80%) |
N/A1 |
Very satisfied/ satisfied (78.9%) |
Yes |
Yearly |
Claim processing optimization plan |
|
All services |
Courtesy Level of satisfaction (95%) |
N/A1 |
Very satisfied/ satisfied (97.1%) |
Yes |
Yearly |
|
|
All services |
Competence Level of satisfaction (90%) |
N/A1 |
Very satisfied/ satisfied (93.1%) |
Yes |
Yearly |
|
Notes:
1 See column 4 "Client satisfaction score".
2 The deadline is applicable once the file is complete.
