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Canadian Film Program Client Satisfaction

Subject Matter

The Canadian Audio-Visual Certification Office (CAVCO) wanted to assess client satisfaction with its service delivery. CAVCO co-administers the Canadian Film or Video Production Tax Credit (CPTC) and the Film or Video Production Services Tax Credit (PSTC) with the Canada Revenue Agency (CRA). The survey was designed to provide input for the Service Improvement Initiative (SII) of the Treasury Board. As such, the questionnaire incorporated core elements of the Common Measurements Tool (used by public institutions across Canada).


A telephone survey was conducted with approximately 300 clients who had applied for a production certificate in the past year. The sample was drawn from an electronic client list provided by CAVCO. A regression analysis was performed to identify the drivers of client satisfaction.

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