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How-to Guide for Measuring Quality Service at Local Offices

Subject Matter

This project involved the creation of a how-to guide for use by local offices of Human Resources Development Canada (HRDC) to help them conduct customer satisfaction research. This included the creation of a set of core surveys (one for each mode of service telephone, in-person visits, on-line, etc.) that could be built upon, as well as a discussion of the pros and cons of various data collection methods and tips on how each method could be used effectively.


No data collection was involved. This project involved reviewing existing questionnaires, background information and other information relevant to the project, and designing the questionnaires and research guide. Both electronic and hard copies of this comprehensive guide were designed for use by offices across the country.

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