Research Repository
Canada Student Loans Program HRDC Client Satisfaction Survey

Satisfaction survey for clients in the CSLP program. Results reflect first few months of new program, shifting from risk-shared loans in conjunction with banks to a direct loan service from CSLP staff, contracted agents and provincial partners.

Key Topics: Channels, Citizen-centred, Satisfaction, Service Delivery
Scope: HRDC - Canadian Student Loans Program

• Generally solid satisfaction ratings for "information seekers": 7.3 on the CMT, though only 61% were satisfied with the information they received.
• Over 50% of "clients in collection" were unsatisfied with the entire service process (see other details).
• Clients engaged in a student loan continuum, with access points including National Student Loan centre, Canada Post outlet, financial institutions, provincial offices, 1-800 number, among others.
• CSLP contact clients primarily via mail, clients contact CSLP primarily by phone.
• List the different aspects of service and the gaps between their importance and satisfaction to clients. The largest gap is with a shared understanding of the subsequent steps -26% (importance to clients 90%, satisfaction with service 64%).

Statistics: Client satisfaction rating divided into "clients in collection" and "other"; demographic segmentation of the survey groups; activities undertaken recently; method of contact; expectations; complete CMT scores; problems and suggestions; etc.

Strategic Uses: Solid example of need for segmenting service outcomes and manage overall satisfaction; early potential target for client-centric service delivery across delivery partners (already a large number of providers within a continuum);

Comments: Note distinctly different satisfaction rates for client set two (in collections) and client set one (seeking information). Note many collection's clients had recently received a letter indicating defaulted repayments would be taken from their income tax returns.