Report on the Findings of CIC’s 2010-2011 Service Feedback Questionnaire

June 2012
Prepared by the Public Opinion Research Unit

Please note that this survey was conducted by CIC with service users located in Canada only, between March 21 and May 31, 2011. The results reflect the opinions of those who responded at that point in time and therefore do not take into account changes that have impacted service since then.

Research Objectives

The Treasury Board of Canada Secretariat encourages service improvements from a citizen-centered perspective, focusing on achieving real improvements in satisfaction with service quality. This survey was designed to gather information on how Citizenship and Immigration Canada’s (CIC) service users within Canada were served at the time of the survey, and measure satisfaction and preferences regarding CIC’s services and service delivery.

The survey was designed to assess eight business lines:

Application for Permanent Residence (PR)
Application for Citizenship
Acquisition of Citizenship Proofs
Acquisition of Permanent Residence Cards
Private Sponsorship
Study Permits
Visitor Permits
Work Permits

The questionnaire also included a series of questions related to settlement services offered or funded by CIC.

The research findings will be used to ensure that CIC continues to meet the needs of its service users and to inform ongoing efforts to improve the services offered by the Department. The survey is also one of CIC’s responses to the 2010 Fall Report of the Auditor General of Canada to improve ongoing collection and analysis of service users’ feedback.

Methodology

Survey Population: Those surveyed were Canadian-based CIC applicants, aged 18 years of age and older, who accessed CIC services between December 2010 and January 2011.
Questionnaire Design: The online survey questionnaire (see Appendix A) was designed using the Common Measurement Tool, which is a recognized tool designed for the public sector in order to measure the quality of service.
Sample Design: The sample was designed by Statistics Canada’s Statistical Consultation Group, drawn from administrative data, and stratified by eight business lines.
Survey Implementation: A survey invitation was sent by mail with a respondent specific code. Recipients were directed to an online survey on the CIC web site, where the respondent-specific code was entered, and consent was obtained. An in-advance mail-out verification process was used to ensure that mailing addresses were valid prior to distribution.
Fieldwork took place between March 21 and May 31, 2011.
Response Rate: A total of 907 completed responses were used for analysis. The response rate was 4%.

Weighting: Model based adjustments were used in the form of extensive weighting. Due to the low sample size and weighting, the results of the survey cannot be considered representative of the full population. While these results cannot be used as evidence to make broad statistical generalizations, the results may be considered directional in nature.
- Readers should use caution when interpreting the results for services with small bases.

Respondent Demographics

A majority of respondents were between 25 and 44 years of age, with the representation from each gender being roughly equal.
The vast majority of respondents identified English as their primary language (though those speaking primarily French, those speaking English and French equally, and allophones also responded to the survey).
The most common reported mother tongues were English, Chinese (Cantonese or Mandarin), Spanish, Tagalog, and French. The majority of the respondents had applied for service within Canada.

Key Findings

Services

Respondents were asked which services they had received from CIC from January 2010 onward. They were then asked if their application process was complete and if they had received the services needed.

Services being evaluated were associated with: applications for permanent residence, applications to sponsor someone else for permanent residence, applications for a visitor permit, applications for a study permit, applications for a work permit, applications for a permanent resident card, applications for Canadian citizenship, and applications for proof of Canadian citizenship. Additionally, respondents who used settlement services were also asked questions regarding various aspects of these services.
In most cases, at the time of fieldwork, the majority of the respondents indicated that the processes for applications were completed. Both applications to sponsor someone for permanent residence and applications for permanent residence had a completion rate of under 50%, whereas all other business lines had completion rates of 80% and up.
The majority of respondents felt they received the services they needed.

Overall Satisfaction

Respondents were asked to evaluate a range of CIC service delivery aspects.

Respondents reported high overall satisfaction with CIC services.
Strengths included:
- Delivering service in official language(s);
- Competence, professionalism and courteousness of staff;
- The variety of communications methods available;
- Fair treatment; and
- Clear explanations of CIC decisions.
Lower satisfaction scores were reported for:
- Getting through to staff via telephone system;
- The amount of time needed to get service; and
- The automated telephone system.

Method of Payment

Respondents were asked to identify their current and preferred payment methods, and how they might prefer to make these payments.

When using a payment method, the majority of respondents indicated that they used only one method.
Popular current methods of payment included credit card and payment at a bank.
Popular preferred methods of payment included credit card, payment at a bank, debit card, and electronic transfer.
The majority of respondents indicated they would prefer to pay via the Internet for their applications. The next most preferred methods of payment were in-person and mail payments.

Communications

Respondents were asked how they currently communicated with CIC to access services, and which communication methods they might prefer.

Popular current channels of communication to access CIC services included mail, the CIC website, and telephone.
Popular preferred channels of communication included the CIC website, e-mail, regular mail, telephone, and in-person communication.
Perceived acceptable response times:
- For e-mail, the vast majority of respondents felt that an acceptable response time would be five business days.
- For mail, a response within 2-4 weeks was deemed acceptable by the majority of respondents.

Official Languages

Respondents were asked if they were able to receive CIC services in an official language, both for general CIC services and for settlement services.

Overall, results indicated that CIC is very strong in delivering service to service users in official languages, regardless of line of business.
In a majority of cases, those using settlement services were able to receive services in the official language of their choice.

Security

Respondents were asked about their perceptions of the protection of their personal information.

The vast majority of respondents indicated that they felt confident that their personal information was protected.

Sources of Information

Respondents were asked how they currently acquired both case-specific information and general information on CIC services. They were also asked how they might prefer to receive such information.

For information about CIC programs and services, current common sources were the CIC website, the Internet, and telephone.
Preferred information sources included the CIC website, the Internet, and e-mail.
For case-specific information, respondents’ current sources included the CIC website, telephone, internet, and regular mail.
Respondents reported that they would prefer to get case-specific information through the CIC website, e-mail, telephone, and Internet.

Settlement Services

Respondents were asked if they had used settlement services from January 2010 onward. Those who had used settlement services were asked to identify which services they had used, and answered a series of questions regarding the usefulness of these services.

The most popular services were language training, employment-related services and language assessment.
The vast majority of those who used settlement services found them very or somewhat useful.
In all cases, the majority of respondents indicated that they had been able to receive their service within a month of seeking them. The services most quickly received were a referral to settlement services and a service connecting newcomers to Canadians, local networks and the community.
Services deemed the most helpful for settlement were a service which helped access services in the community, support services and an orientation session explaining life in Canada. Language assessment and employment-related services were deemed the least helpful for settlement in Canada.
The most common sources of information for settlement services were sponsors, friends or family, the Government of Canada, and service provider organizations.

Conclusions

In most cases, the majority of respondents were “very” or “somewhat” satisfied with all services and aspects of service delivery.

The most popular respondent choices for service improvements were related to the following areas:

Accessibility of the telephone service;
Ease of finding information on CIC’s website;
Clarity of information on who to contact to receive service; and
Hours of service.

Accessibility to services is very important. Some improvement areas have been identified:

Getting through to staff (i.e., reaching staff through the telephone system);
Having access to service via telephone;
Accessing relevant website information; and
Having documents which are easy to understand.

To improve accessibility to services, CIC is in the process of:

Redesigning the website to make it more focussed on applicants’ needs;
Updating the bank of frequently asked questions;
Enhancing the Come to Canada tool; and
Improving the search function.

Appendix A: CIC Service Feedback Questionnaire

Are you a lawyer or a representative for someone who accessed CIC services?

Are you someone who has accessed CIC services for yourself or your family?

From January 2010 to today, which of the following services did you receive from CIC?

Select all that apply.

Application for permanent residence
Application to sponsor someone else for permanent residence
Application for a Temporary Resident Visa (visitor)
Application for a Study Permit
Application for a Work Permit
Application for a permanent resident card
Application for Canadian citizenship
Application for a proof of Canadian citizenship
None of the above
Don’t know / No answer

Service Satisfaction

Based on your responses in the previous page, we will now ask you some more specific questions about your service experience(s).

For the next series of questions, please think about the following service:

At this point, is the application process complete?

Yes
No
Withdrawn / Abandoned
Don’t know

Why did you withdraw or abandon your application process?

Was your application approved, refused or rejected, or was no decision reached yet?

Approved
Refused
Rejected
No decision / Don’t know

Have you received the services you needed to this point?

Yes
In part
No
Don’t know

From January 2010 to today, how did you communicate with CIC regarding your application for this service?

Select all that apply.

By mail
By e-mail
By telephone
By fax
In person
Using the CIC website
Via a Member of Parliament
Via a lawyer or a consultant
Via an interpreter
Via a non-governmental organization
Other, please specify

Which of these channels did you use most frequently to communicate with CIC regarding your application for this service?

Select the one that most applies.

By mail
By e-mail
By telephone
By fax
In person
Using the CIC website
Via a Member of Parliament
Via a lawyer or a consultant
Via an interpreter
Via a non-governmental organization
Other, please specify

If you were to apply for this service again, which would you prefer as your main channel of communication with CIC?

By mail
By e-mail
By text messaging
By telephone
By fax
In person
Using the CIC website
Via a Member of Parliament
Via a lawyer or a consultant
Via an interpreter
Via a non-government organization
Don’t know / No answer
Other, please specify

Payment Process

Did you have to make a payment to CIC in the course of your application for this service?

Yes
No
Don’t know / No answer

Which method(s) of payment did you use?

Select all that apply

Cash
Credit Card
Money order
Electronic transfer of funds
Bank draft
Cheque
Payment at a bank or financial institution
Others, please specify
Don’t know / No answer

Which method(s) of payment would you prefer to use?

Select all that apply

Cash
Credit card
Money order
Debit card
Electronic transfer of funds
Bank draft
Cheque
Payment at a bank or financial institution
Others, please specify
Don’t know / No answer

How would you prefer to make the payment for services?

Select all that apply

In person
By mail
Over the telephone
Via the Internet
Other, please specify
Don’t know / No answer

Please indicate your level of agreement with the statements below by checking the appropriate circle in the left section of the table. Also, please indicate how important each service attribute is to you by checking the appropriate circle in the right section of the table.

AGREE/DISAGREE: Strongly disagree/ Somewhat disagree/Neither/Somewhat agree/Strongly agree /Don’t know

IMPORTANT/NOT IMPORTANT: Not at all important/Not very important/Neither/Somewhat important/Very important/Don’t know

I received services in my choice of one of Canada’s official languages (English or French).
Staff were knowledgeable and competent.
Staff were professional.
Staff went the extra mile to make sure I received the service I needed.
Staff were courteous.
Staff were respectful.
Communication with staff was adequate.
I feel confident that my personal information is protected.
The CIC decision was fair and reasonable.
The reasons for CIC decisions were explained clearly.
I was treated fairly.
Various methods of communication were available (e.g, mail, internet, telephone, e-mail).
I was able to get through to staff without difficulty.
The hours of service were convenient.
Assistance was easily accessible by telephone.
The automated phone system was easy to use.
I waited a reasonable amount of time at the service location.
When I got to the CIC website, it was easy to find what I was looking for.
The website is visually appealing.
The website has the information I need.
I was informed of everything I had to do in order to get the service.
Documents and other information were easy to understand.
The method of payment was convenient.
I feel comfortable sending my credit card number over the internet to pay for a government service.

Overall, how satisfied or dissatisfied were you with….

(Very dissatisfied/Dissatisfied/Neither/Somewhat satisfied/Very satisfied/Don’t know)

the accessibility of the service?
CIC communications with you?
the automated telephone system?
the CIC offices?
the CIC website?
the overall quality of CIC service delivery?
the process of payment of CIC fees?

From January 2010 to today, did you send any mail to CIC to which you expected a reply from CIC?

Yes, and I have received an answer
Yes, and I have not received an answer yet
No
Don’t know

In the most recent instance, how long did it take to get a reply to your letter?

Less than 2 weeks
2 to 4 weeks
5 to 8 weeks
More than 8 weeks
Don’t know / No answer

What is an acceptable amount of time to receive a reply to a letter?

Less than 2 weeks
2 to 4 weeks
5 to 8 weeks
More than 8 weeks
Don’t know / No answer

From January 2010 to today, did you send any e-mail to CIC to which you expected a reply from CIC?

Yes, and I have received an answer
Yes, and I have not received an answer
No
Don’t know

In the most recent instance, how long did it take to get a reply to your e-mail?

Less than 3 business days
3 to 5 business days
1 to 2 weeks
3 to 4 weeks
More than 4 weeks
Don’t know / No answer

What is an acceptable amount of time to receive a reply to an e-mail?

Less than 3 business days
3 to 5 business days
1 to 2 weeks
3 to 4 weeks
More than 4 weeks
Don’t know / No answer

Which of the following ways do you currently use to get general information about CIC programs and services?

Select all that apply

Media (e.g., newspapers, radio, TV)
Pamphlets/booklets in the mail
Posters
Telephone
CIC website
Internet
E-mail
Member of Parliament
Lawyer or consultant
Non-government organization
Don’t know / No answer
Other, please specify

Which of the following ways would you prefer to use to get general information about CIC programs and services?

Select all that apply

Media (e.g., newspapers, radio, TV)
Pamphlets/booklets in the mail
Posters
Telephone
CIC website
Internet
Regular mail
E-mail
Cell phone text messages
Member of Parliament
Lawyer or consultant
Non-government organization
Don’t know / No answer
Other, please specify

Which of the following ways do you currently use to get information specific to your case from CIC?

Select all that apply

Telephone
In person
CIC website
Internet
Regular mail
E-mail
Cell phone text messages
Member of Parliament
Lawyer or consultant
Non-government organization
Don’t know / No answer
Other, please specify

Which of the following ways would you prefer to use to get information specific to your case from CIC?

Select all that apply

Telephone
In person
CIC website
Internet
Regular mail
E-mail
Cell phone text messages
Member of Parliament
Lawyer or consultant
Non-government organization
Don’t know / No answer
Other, please specify

Priorities for Improvement

Based on your experience with CIC, do any of the following aspects of the services provided by CIC need improvement?

(Yes/No/Don’t Know)

Fairness in the treatment
The protection of personal information
Knowledge and competence of staff
Professionalism of staff
Staff courtesy
Staff respect
Finding information on the website
The look of the website
The information available on the website
The variety of the methods of access to the service
The clarity of the information on who to contact to receive the service
The accessibility of the service by telephone
The automated phone system
The hours of service
Information about what you had to do to get the service
Ease of understanding of documents
Ease of understanding of staff
The convenience of the payment methods
Providing services in either of Canada’s official languages (English or French)

Among the aspects of service which you indicated need improvement, which one would you like to see improved first?

Fairness in the treatment
The protection of personal information
Knowledge and competence of staff
Professionalism of staff
Staff courtesy
Staff respect
Finding information on the website
The look of the website
The information available on the website
The variety of the methods of access to the service
The clarity of the information on who to contact to receive the service
The accessibility of the service by telephone
The automated phone system
The hours of service
Information about what you had to do to get the service
Ease of understanding of documents
Ease of understanding of staff
The convenience of the payment methods
Providing services in either of Canada’s official languages (English or French)

Settlement Services

Citizenship and Immigration Canada (CIC) provides funding to organizations that deliver free services to help immigrants settle in Canada. In this section of the survey, we would like you to answer questions about the settlement service(s) you received.

From January 2010 to today, have you received services to help you settle in Canada?

For example, language training, help accessing services offered in your community, help to find employment, help to adjust to life in your community.

Yes
No
Don’t know

Which of the following settlement services did you receive from an organization/agency/school board?

Select all that apply

First needs assessment (when you met with a worker to discuss your settlement issues/goals/needs)
Referral to settlement services (when you were matched with services in the community to help you settle)
Language assessment (when you took a test to place you in the right language class)
Language training (Free training in either English or French)
Employment-related services (resume writing, job search workshop, job interview preparation, job internship)
An orientation session that explained life in Canada
Support services (you were met by a settlement worker when you entered Canada, translation and/or interpretation of documents, counseling services, child-minding, funding for transportation, support services for persons with disabilities)
A service that helped you access services in your local community (schools, hospitals, libraries, etc.)
A service that connected you with Canadians, local networks and the community
Outreach/awareness-raising about your rights and responsibilities in Canada
None of the above

Which of these settlement services were funded by the Government of Canada?

(Yes/No/Don’t Know)

First needs assessment (when you met with a worker to discuss your settlement issues/goals/needs)
Referral to settlement services (when you were matched with services in the community to help you settle)
Language assessment (when you took a test to place you in the right language class)
Language training (Free training in either English or French)
Employment-related services (resume writing, job search workshop, job interview preparation, job internship)
An orientation session that explained life in Canada
Support services (you were met by a settlement worker when you entered Canada, translation and/or interpretation of documents, counseling services, child-minding, funding for transportation, support services for persons with disabilities)
A service that helped you access services in your local community (schools, hospitals, libraries, etc.)
A service that connected you with Canadians, local networks and the community
Outreach/awareness-raising about your rights and responsibilities in Canada
None of the above

How useful were these services?

(Not at all useful/Not very useful/Neither/Somewhat useful/Very useful/Don’t know)

First needs assessment (when you met with a worker to discuss your settlement issues/goals/needs)
Referral to settlement services (when you were matched with services in the community to help you settle)
Language assessment (when you took a test to place you in the right language class)
Language training (Free training in either English or French)
Employment-related services (resume writing, job search workshop, job interview preparation, job internship)
An orientation session that explained life in Canada
Support services (you were met by a settlement worker when you entered Canada, translation and/or interpretation of documents, counseling services, child-minding, funding for transportation, support services for persons with disabilities)
A service that helped you access services in your local community (schools, hospitals, libraries, etc.)
A service that connected you with Canadians, local networks and the community
Outreach/awareness-raising about your rights and responsibilities in Canada
None of the above

How long did you have to wait to receive these services?

(Did not have to wait/Less than one month/1 to 3 months/4 to 6 months/More than 6 months/Don’t know)

First needs assessment (when you met with a worker to discuss your settlement issues/goals/needs)
Referral to settlement services (when you were matched with services in the community to help you settle)
Language assessment (when you took a test to place you in the right language class)
Language training (Free training in either English or French)
Employment-related services (resume writing, job search workshop, job interview preparation, job internship)
An orientation session that explained life in Canada
Support services (you were met by a settlement worker when you entered Canada, translation and/or interpretation of documents, counseling services, child-minding, funding for transportation, support services for persons with disabilities)
A service that helped you access services in your local community (schools, hospitals, libraries, etc.)
A service that connected you with Canadians, local networks and the community
Outreach/awareness-raising about your rights and responsibilities in Canada
None of the above

How often did you receive services in the official language (English or French) of your choice?

(Always/Sometimes/Rarely/Never/Don’t know)

First needs assessment (when you met with a worker to discuss your settlement issues/goals/needs)
Referral to settlement services (when you were matched with services in the community to help you settle)
Language assessment (when you took a test to place you in the right language class)
Language training (Free training in either English or French)
Employment-related services (resume writing, job search workshop, job interview preparation, job internship)
An orientation session that explained life in Canada
Support services (you were met by a settlement worker when you entered Canada, translation and/or interpretation of documents, counseling services, child-minding, funding for transportation, support services for persons with disabilities)
A service that helped you access services in your local community (schools, hospitals, libraries, etc.)
A service that connected you with Canadians, local networks and the community
Outreach/awareness-raising about your rights and responsibilities in Canada
None of the above

Please indicate whether you agree or disagree with the following statement: “The services I received helped me to settle in Canada.”