Research Repository
Canada Student Loans Program – HRDC Client Satisfaction Survey

Tests satisfaction with CSLP programs and services for clients with recent interactions including those who are in collection. Identifies and ranks areas of concern as well as improvement suggestions.

Key Topics: Citizen-centred, Expectations, Focus Groups, Perceptions, Satisfaction, Usage, Youth
Scope: A client satisfaction survey of the Canada Student Loans Program as part of the HRDC Client Satisfaction Survey. Two types of clients were surveyed: those with a recent interaction (excluding clients in collection), and clients in collection.

• 71% of clients were satisfied with the overall quality of service that they received regarding their Canada Student Loan (11% expressed dissatisfaction).
• 76% of clients reported that the service received met or exceeded their expectations
• 72% of clients reported that the quality of service had stayed the same or improved over the past two to three years (9% said that it had worsened).
• The most important aspects of service for clients not in collection: competence of staff, fairness, and shared understanding of subsequent steps; access to service in official language of choice; courteousness of staff; and fairness in the provision of service. Major gaps were the following: access to language of choice +8, courteousness of staff -7, fairness in the provision of service -14, ease of access to service -16, competence of staff -20, time waiting for service -22, information about CSLP -23, shared understanding of subsequent steps -26.
• The most important aspects of the service for clients in collection: competence of staff, shared understanding of subsequent steps, fairness in the provision of service/courteousness of staff, access to service in official language of choice, ease of access of service, and time waiting for service/shared understanding of subsequent steps. Major gaps were the following: access to service in the official language of choice +1, time waiting for service -17, ease of access to service -23, fairness in the provision of service -36, information about CSLP -38, shared understanding of subsequent steps -40, competence of staff -42.

Statistics: Mostly quantitative, although there is some qualitative data in the form of responses to open-ended questions.

Strategic Uses: Provides client feedback that will be useful in designing policy and programs; also determines client satisfaction trends.

Comments: Includes information regarding satisfaction levels by clients in collections with other agencies, and satisfaction levels with national student loans service centre.