Taking Care of Business 5

  • Over 2,800 interviews conducted
  • 78% telephone / 22% online
  • Business representatives across Canada
  • Fieldwork: January to May 2016

Satisfaction is increasing, but there is potential for improvement



Websites dominate in recent government service transactions





Improving Customer Experience


Improving timeliness across all channels

Focusing on going the extra mile

Minimizing problems during transactions

Improving the handling of client complaints



Increasing Online Reach

Online needs to be the fast and easy choice


Improve the findability of online services and info

Provide information that better meets customers’ needs

Enable customers to connect with a ‘live’ person

Respond to emails quickly



Taking Care of Business 5

Building on the previous waves of the research, Taking Care of Business 5 examines how businesses in Canada experience government services.

Add to Cart