In 2023, Corporations Canada conducted a Client satisfaction index survey. Clients who had received their Certificate of Incorporation online were invited to participate in a survey to provide feedback on their recent transaction. Responses were based on their experience with the request completion process to obtain a Certificate of Incorporation. This methodology is different from the one used for the 2020 report, when clients were invited to participate in a survey to provide feedback promptly after submitting a request for incorporation. Additionally in 2023, we introduced 4 new questions to assess different facets of the incorporation process, including clarity, client experience, tool utility, and the overall timeliness of issue resolution or inquiry handling when contacting a Corporations Canada representative.
For 2023, 87% of clients were likely to recommend Corporations Canada services to others after a recent federal incorporation.
Why implement a client satisfaction index?
In 2023, Corporations Canada conducted a client satisfaction survey to measure and benchmark the client experience, while identifying areas for continuous improvement. Through research, Corporations Canada identified 10 key client satisfaction drivers. The client satisfaction index acts as a barometer and helps to guide Corporations Canada in optimizing services and products for federally incorporated corporations in the Canadian business landscape.
Client satisfaction index results for 2023
93%
agreed or strongly agreed
Timeliness
I am satisfied with the time it took to receive my federal Certificate of Incorporation.
89%
agreed or strongly agreed
Ease
Completing my online federal incorporation was easy to do.
87%
agreed or strongly agreed
Clarity
All the steps to complete the online incorporation process were clear.
89%
agreed or strongly agreed
Experience
My recent online federal incorporation experience met my service expectations.
91%
agreed or strongly agreed
Tools
The Corporations Canada tools that I used were useful to complete my federal incorporation.
82%
agreed or strongly agreed
Timeliness with interaction
The Corporations Canada representative resolved my issue or inquiry in a timely manner.
92%
agreed or strongly agreed
Fairness
The Corporations Canada representative treated me fairly during our interaction.
83%
agreed or strongly agreed
Knowledge
The Corporations Canada representative was able to answer my questions or direct me to the appropriate person.
69%
agreed or strongly agreed
Extra mile
The Corporations Canada representative went the extra mile to help me resolve my issue.
84%
agreed or strongly agreed
Outcome
Overall, the Corporations Canada representative gave me what I needed to complete my online incorporation.
Benefits of having a satisfaction index
Tracking client satisfaction
Attribute a numerical value to client satisfaction to measure experience
Tracking progress and improvements
Measure client satisfaction index response to services and/or products offered to clients
Prioritize investments to benefit Canadians
Maintain alignment of service offerings with client needs
Client-centric design
Ensure alignment of existing service and new service design with client vision
Launch
Use client satisfaction index as a barometer at launch of new services
Have a comment? Send us an email at ccsuggestions-suggestionspourcc@ised-isde.gc.ca.