Natural Sciences and Engineering Research Council of Canada
www.nserc-crsng.gc.ca
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External Client Satisfaction Level With the eSubmission, Web Site and Helpdesk Services
| Service Dimension | 2005 Baseline Average Satisfaction | 2006 Target for Improvement | 2006 Survey Results | |
| eSubmission Service | ||||
|---|---|---|---|---|
| Helps me prepare and submit my application: |
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| more accurately | 72.4 | 80 | 74 | |
| with greater speed | 70 | 77 | 76.7 | |
| Helps me manage NSERC electronic applications: |
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| more accurately | 69.7 | 77 | 73.4 | |
| with greater speed | 67.7 | 75 | 72.8 | |
| Helps me prepare and attach forms and other documents to the NSERC application(s): |
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| more accurately | 68.9 | 76 | 73.3 | |
| with greater speed | 68.4 | 75 | 74.5 | |
| Service is easy to use | 67.3 | 74 | 69.9 | |
| Screen pages are easy to understand | 70.1 | 77 | 70 | |
| Instructions are easy to find | 59.6 | 66 | 59 | |
| Makes it easier to collaborate in the application process | 68 | 75 | 70.2 | |
| Makes it easier to collaborate in the application process | 80.3 | >80 | 80 | |
| Overall satisfaction with the service | 70.1 | 77 | 76.6 | |
| NSERC Web Site | ||||
| Site is visually appealing | 63.5 | 70 | 61.8 | |
| Site navigation is well organized | 58.7 | 65 | 56.3 | |
| Search engine is efficient | 57.2 | 63 | 56.1 | |
| Information is easy to find | 51.7 | 57 | 49.8 | |
| Site had the information I needed | 70.5 | 78 | 68.9 | |
| Contact Us pages are well organized and helpful | 68.8 | 76 | 67.1 | |
| Usefulness of the Application Deadlines page | 79 | 87 | 77.3 | |
| Usefulness of the troubleshooting tips and step-by-step instructions | 66.2 | 73 | 65.9 | |
| Usefulness of the FAQs and How to Use the On-line System | 63.9 | 70 | 62.3 | |
| NSERC Helpdesk Service | ||||
| Telephone routing system is easy and convenient to use | 70.9 | 78 | 73.8 | |
| There are sufficient choices available to route your call to the appropriate division | 68.8 | 76 | 72 | |
| When I contacted the Helpdesk, the service was: |
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| timely | 5.7 | 83 | 80.6 | |
| courteous | 90.1 | >90 | 90.8 | |
| informative | 84.8 | >80 | 87.4 | |
| The Helpdesk team: |
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| always followed up when I left a message | 88.6 | >90 | 90.1 | |
| completed everything they said they would do | 89 | >90 | 90.3 | |
| met my service expectations | 83.8 | >80 | 87.1 | |
| resolved my issue the first time I made contact | 78.5 | 86 | 83 | |
| responded in my language of choice (French/English) | 95.7 | >90 | 95.9 | |
| if unable to answer my question, referred me to the most appropriate person/division | 83.6 | >80 | 87.1 | |
| Satisfaction with the Helpdesk: | ||||
| professionalism | 89.2 | >90 | 90.7 | |
| knowledge | 85.8 | >80 | 87.9 | |
| quality of service and information provided | 85.7 | >80 | 88.2 | |
| time from first call to resolution | 77.1 | 85 | 81.7 | |
| overall level of service | 84.2 | >80 | 87.5 | |
1Based on the results of client satisfaction surveys of the eBusiness services conducted in 2004, 2005 and 2006 using the Common Measurement Tool (CMT) methodology.
| July 2004 Survey | Target population: 1,155 individuals (academic researchers, authorized institutional representatives, and industry or government sector representatives) |
| Questionnaires completed: 655 | |
| Response rate: 57% | |
| January 2005 Survey | Target population: 2,826 individuals (academic researchers) |
| Questionnaires completed: 1,785 | |
| Response rate: 63% | |
| January 2006 Survey | Target population: 5,151 individuals (academic researchers and authorized institutional representatives) |
| Questionnaires completed: 3,354 | |
| Response rate: 65% |