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Centre for Intercultural Learning Client Satisfaction

Subject Matter

The Centre for Intercultural Learning (CIL) provides a range of cultural sensitivity training and tools for Canadians going to work in other regions of the world, and for people from other regions destined to work in Canada. Their main clients are CIDA, DFAIT and NGOs active in developing countries. The Centre wanted to better understand how it is perceived by its client population. Areas of investigation included overall impressions of CIL and its programs, awareness of CIL products and services, satisfaction with CIL products and services, impression of CIL personnel, and assessment of specific training services.


A total of 30 in-depth interviews were conducted by phone. The interviews were semi-structured in nature and averaged 30-45 minutes in length. Respondents were client contacts at the managerial level involved in the decision-making to send staff or other individuals for training. Organizations included in the study tended to be higher volume users of CIL services. This included government departments and agencies, businesses, and not-for-profit organizations active in international development assistance. Recruitment was conducted using lists provided by the client. An advance letter was sent out by CIL to inform their clientele about the research and to encourage participation.

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