Finance and Administration — IC — Quebec Region — Client Satisfaction Survey 2006

This survey about client satisfaction will help Finance and Administration to better serve you. It provides you, the client, with the opportunity to evaluate the quality of services delivered under our responsibility and to indicate us how we can improve ourselves. Your participation is voluntary. Questions focus on overall services delivered by Finance and Administration and on the extended network of finances, along our three business lines: Finance, Administration, and Customer Services. This survey should take approximately 10 minutes to complete. Please note that it is possible to modify the answers on the current page only. Also, if you exit before you have completed the questionnaire, none of the answers will be saved. You will have to start a new session. The results will be posted on Industry Canada's regional internet. Remember your answers will be treated with the strictest confidence, in accordance with the Government of Canada's Privacy Act and related policies: http://laws-lois.justice.gc.ca/eng/acts/P-21/index.html. At no point do we wish to jeopardize our employee's faith and confidence in our survey process. Therefore, all identifying information will be removed and no reports will be produced for any group containing less than five responses. Thank you!

Your suggestions and insights are important to us, please take the time to provide any additional comments you may have in the boxes provided.

1. Please indicate which of these groups you are currently working for.

Departments reporting to the Regional Executive Director Other departments

2. Please indicate the office where you work.

Montreal – 5 Place Ville Marie Other

3. Are you a supervisor?

Yes No


Please rate your satisfaction with the quality of service received for the following F&A products and/or services:

4. Finance Services: (1 – Very Dissatisfied; 2 – Dissatisfied; 3 – Neither Satisfied or Dissatisfied; 4 – Satisfied; 5 – Very Satisfied; N/A – Not applicable)

  Average rank
  1   2   3   4   5
Processing of travel and hospitality expenses
Processing of provider payments
Advise and councils (guidelines and policies)
Budget planning and analysis
Acquisition of goods
Service contracts

5. Comments or suggestions for improvement on question 4?

 

6. Administrative services: (1 – Very Dissatisfied; 2 – Dissatisfied; 3 – Neither Satisfied or Dissatisfied; 4 – Satisfied; 5 – Very Satisfied; N/A – Not applicable)

  Average rank
  1   2   3   4   5
Space management
Tenant services
Courier services
Security services
Telephony
Inventory
Ergonomics evaluation and advise

7. Comments or suggestions for improvement on question 6?

 

8. Clients services: (1 – Very Dissatisfied; 2 – Dissatisfied; 3 – Neither Satisfied or Dissatisfied; 4 – Satisfied; 5 – Very Satisfied; N/A – Not applicable)

  Average rank
  1   2   3   4   5
Telephone reception
In-person reception

9. Comments or suggestions for improvement on question 8?

 


The following questions will ask you to (a) rate your satisfaction with certain aspects of F&A services and (b) to rate how important these aspects of our service are to you

10. Overall, how satisfied are you with the timeliness of the response?
(Timeliness infers that you were able to receive a response by an agreed-to timeframe)
(1 – Very Dissatisfied; 2 – Dissatisfied; 3 – Neither Satisfied or Dissatisfied; 4 – Satisfied; 5 – Very Satisfied; N/A – Not applicable)

  Average rank
  1   2   3   4   5
Finance
Administration
Client Services

11. How important is the timeliness of the response to you? (1 – Very Unimportant; 2 – Unimportant; 3 – Neither Important or Unimportant; 4 – Important; 5 – Very Important; N/A – Not applicable)

  Average rank
  1   2   3   4   5
Finance
Administration
Client Services

12. Overall, how satisfied are you that the staff is knowledgeable and competent? (1 – Very Dissatisfied; 2 – Dissatisfied; 3 – Neither Satisfied or Dissatisfied; 4 – Satisfied; 5 – Very Satisfied; N/A – Not applicable)

  Average rank
  1   2   3   4   5
Finance
Administration
Client Services

13. How important is it to you that the staff is knowledgeable and competent? (1 – Very Unimportant; 2 – Unimportant; 3 – Neither Important or Unimportant; 4 – Important; 5 – Very Important; N/A – Not applicable)

  Average rank
  1   2   3   4   5
Finance
Administration
Client Services

14. Overall, how satisfied are you that the staff does the extra mile to make sure you get what you need? (1 – Very Dissatisfied; 2 – Dissatisfied; 3 – Neither Satisfied or Dissatisfied; 4 – Satisfied; 5 – Very Satisfied; N/A – Not applicable)

  Average rank
  1   2   3   4   5
Finance
Administration
Client Services

15. How important is it to you that the staff does the extra mile to make sure that you get what you needed? (1 – Very Unimportant; 2 – Unimportant; 3 – Neither Important or Unimportant; 4 – Important; 5 – Very Important; N/A – Not applicable)

  Average rank
  1   2   3   4   5
Finance
Administration
Client Services

16. Overall, how satisfied are you that you receive advice/options that enables you to make informed & appropriate decisions? (1 – Very Dissatisfied; 2 – Dissatisfied; 3 – Neither Satisfied or Dissatisfied; 4 – Satisfied; 5 – Very Satisfied; N/A – Not applicable)

  Average rank
  1   2   3   4   5
Finance
Administration
Client Services

17. How important is it to you that you receive advice/options that enables you to make informed & appropriate decisions? (1 – Very Unimportant; 2 – Unimportant; 3 – Neither Important or Unimportant; 4 – Important; 5 – Very Important; N/A – Not applicable)

  Average rank
  1   2   3   4   5
Finance
Administration
Client Services

18. In the last year, the service you received from F&A has (1 – Deteriorated; 2 – Neither improved or deteriorated; 3 – Improved; N/A – Not applicable)

  Average rank
  1   2   3   4   5
Finance
Administration
Client Services

19. Overall, how satisfied were you with the service you received from F&A? (1 – Very Dissatisfied; 2 – Dissatisfied; 3 – Neither Satisfied or Dissatisfied; 4 – Satisfied; 5 – Very Satisfied; N/A – Not applicable)

  Average rank
  1   2   3   4   5
Finance
Administration
Client Services


Your suggestions will help us ensure that we are providing best of class services and products to you - our client, please take the time to provide any additional comments you may have in the boxes provided.

20. For purchase and payment services, do you think that it would be more efficient to have one entry point for your requests or do you prefer contacting a person assigned to your branch?

Entry point Assigned person

21. Comments on question 20

 

22. From your experience, how could F&A improve its service/products? Comments

 

23. Is there a service or product you need from F&A that we are currently not providing?
Comments

 

24. This is your opportunity to address any areas not covered by the survey or provide any additional comments you feel may be helpful
Comments

 

Thank you for taking the time to complete our survey!