Since 2007 the Agency has been collecting feedback on our service through on-line questionnaires and quarterly interviews.
Feedback Questionnaires
If a co-op has no e-mail, it can complete the questionnaire by fax or mail. These questionnaires point to trends, training needs and learning opportunities for Agency staff. Respecting our clients’ time, we send no co-op more than one feedback questionnaire every six months.
Wherever the feedback questionnaire shows a client dissatisfied with our service, the Client Service Champion finds out why and shares the information with appropriate Agency staff members. Changes to our procedures may follow.
Current services for which the Agency collects feedback from co-op clients include
- approval to spend replacement reserve funds
- request for information
- request for budget approval
- a range of reports
- staff follow-up on the next steps set out in the risk-assessment letter
- client experience of the approval process for a financial workout.
The Agency also collects feedback forms from auditors about our AIR process, Help Desk service and Guide for Auditors.
Here are some comments from feedback forms.
Quarterly Interviews
The Client Service Champion regularly interviews a small random sample of co-ops, federations and CMHC staff. Their responses are shared with relationship managers and Agency management without revealing the identity of the interviewees.
Information about any dissatisfaction with our service is presented to the appropriate Agency staff member. Changes to our procedures may follow.
The interview process is a useful tool for collecting feedback. It allows us to clarify the Agency's processes with both clients and our own staff and provides invaluable insight into our clients' views and needs.
Besides collecting feedback forms, the Client Service Champion regularly interviews a small, random sample of co-ops, federations and CMHC staff. Apart from the interviewees’ identity, these responses are shared with Relationship Managers and Agency management.
Information about any dissatisfaction with our service is presented to the appropriate Agency staff members. Changes to our procedures may follow.
In 2009, the Client Service Champion interviewed three CMHC employees, four staff from federations and representatives of five clients in the eastern region and eight in the West.
The interview process is a useful tool for collecting feedback. It allows us to clarify the Agency's processes with both clients and our own staff and provides invaluable insight into our clients’ needs.
I find [our Relationship Manager] friendly and efficient. She always responds in a timely fashion, and if she can’t give me the answer I require immediately, she always lets me know when she will have an answer for me.
[Our Relationship Manager] has been extremely patient with me regarding all our contacts, as most are computer based and I have little experience with computers. She trouble shoots and walks me through the system very comfortably. My connections have also given me the ‘heads up’ for planning and requirements for the Agency.
I am very pleased with the service that I received from my [Relationship Manager]. He always goes the extra mile to help me with any questions or concerns that I request of him. A great asset to our co-op.
[Our Relationship Manager] is always very helpful, pleasant and prompt with his answers to us. He always seems to be there when we need him too. Excellent!
Agency staff are very supportive when processing returns and offering suggestions to help complete returns for subsequent year.
[We are] really satisfied and we find the Agency is very helpful and we feel very comforted knowing the Agency exists.
[Our Relationship Manager] is wonderful. She is consistently responding immediately and completely as well as providing useful suggestions and directions.
[Our Relationship Manager] is very friendly, approachable and extremely helpful in all our inquiries. We’ve found all our dealings with the Agency very pleasant and feel that they are always there to help and act in our best interest.
