This document contains excerpts from the December 2009 Quadrennial Program Report for the International Trade Statistics Program, covering the 2005/06 – 2008/09 reference period. Statistics Canada has established an integrated program evaluation and reporting system. In that system, statistical programs undergo a full program evaluation every four years. A major component of the evaluation is the extent to which existing statistical products and services continue to meet the evolving needs of clients.
In 2006 and again in 2009, the Market Research section of Client Services Division conducted client satisfaction surveys. The purpose of these studies was to measure both perceived satisfaction with and importance of the products and services provided by the International Trade Division (ITD).
The 2006 survey provided information from internal and external clients on data quality, identified areas for improvement and evaluated clients' future needs in preparation for the move of data holdings from the mainframe in 2009.
The 2009 survey provided feedback from external clients on ITD products and services. The questionnaire was divided into three groupings: publications, public-access tabulations and databases, and custom tabulations. Respondents were asked to rate their level of satisfaction on various aspects of a product or service, as well as how important these aspects were to them. Both satisfaction and importance were expressed on a 5-point scale from low (1) to high (5).
In general, the results were very positive with an overall customer satisfaction rate between 81 - 85% for all areas. Awareness of the availability of ITD's products increased markedly between 2006 and 2009. One suggestion which appeared on all survey data was an attempt to improve timeliness of data across the board.
For 2009, publications rated were: Canadian International Merchandise Trade (CIMT) release in The Daily, CIMT, CIMT Annual Review, Canadian Export Classification, and A Profile of Canadian Exporters.
Public-Access tabulations and databases rated were: Summary Tables, CIMT database, and CANSIM. Custom tabulations rated were: Exporter Register and Importer Register. There was also an overall rating given to Client Services.
Aspects rated were: relevance, timeliness, accuracy, accessibility, "understandability" and a category for overall rating of satisfaction and importance to the client of ITD products and services.
Final results of survey feedback were reported in November 2006 and June 2009, assisting the division to better understand clients' business needs and priorities.
ITD will continue to develop a more focused approach to establishing better communication with stakeholders. Closer and more consistent contact with stakeholders, partners and the user community remains a priority, in order to ensure that adjustments are made to maximize program relevance and value-added.
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