OTTAWA — December 9, 2011 — The Canadian Transportation Agency today published its 2010-2011 client satisfaction survey report.
Compiled and analysed by Ispos Reid, results show that two in three respondents report high levels of satisfaction with the service provided by the Agency during fiscal year 2010-2011. This result is consistent with other Government of Canada departments. The Agency received particularly high marks on the professionalism, courteousness and helpfulness of its staff.
Overall, client satisfaction with the Agency is at a 65% satisfaction rating for 2010-2011. Going forward, the Agency has set a goal of 70% overall client satisfaction to be reached over the next three years.
“The Agency is committed to improving its service delivery,” said Geoff Hare, Chair and CEO of the Canadian Transportation Agency. “These results not only help us gauge the level of satisfaction among our clients, but also give us a better understanding of the factors that drive their satisfaction. Our clients are a key priority, and we will continue to seek feedback on our services and identify areas for improvement. I am pleased to say that many of the issues identified by our clients have already been addressed or will be addressed through our 2011-2014 Strategic Plan.”
The Agency’s 2011-2014 Strategic Plan was released earlier this year, and features client service as one of its three main strategic priorities.
The Agency commissioned Ipsos Reid to conduct client satisfaction surveys among various client types for the fiscal year 2010-2011. Clients included those who used the Agency’s dispute resolution services, applied for new air licences, carriers and terminals that underwent an inspection, and those with inquires regarding the Agency’s work. Respondents were asked to rate their satisfaction with respect to several aspects of service from the Agency.
To see the Client Satisfaction Survey Report, as well as the Agency’s 2011-2014 Strategic Plan, visit the Agency’s Web site at www.cta.gc.ca.
The Canadian Transportation Agency is an independent administrative body of the Government of Canada. It performs two key functions within the federal transportation system:
- As a quasi-judicial tribunal, the Agency, informally and through formal adjudication, resolves a range of commercial and consumer transportation-related disputes, including accessibility issues for persons with disabilities. It operates like a court when adjudicating disputes.
- As an economic regulator, the Agency makes determinations and issues authorities, licences and permits to transportation carriers under federal jurisdiction.
For more information, please contact:
Media Relations
Canadian Transportation Agency
819-934-3448
media@otc-cta.gc.ca
