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(Annual survey to measure client satisfaction – 2015 report; French only)
This annual survey measures the satisfaction of clients who are receiving benefits under the Québec Pension Plan or are receiving child assistance, with regard to the commitments made in the Régie's Service Statement.
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(2015 Survey on client satisfaction regarding email response time; French only)
The survey was carried out from 15 May to 31 July 2015 with citizens who had recently received an email reply from the Régie des rentes du Québec. The survey results revealed the citizens' opinions on the service they received, which allows us to improve our services.
(Qualitative assessment of The Beneficiary's Bulletin – 2015 report; French only)
This document gives the detailed results of discussion groups held in the fall of 2015. The participants were beneficiaries of retirement, disability, or surviving spouse's pensions. They assessed the current format of the annual publication, The Beneficiary's Bulletin.
(Satisfaction of clients regarding telephone response times: a survey (2014); French only)
The survey, which was carried out for the second time since 2000, sought to measure the satisfaction of clients who are receiving benefits under the Québec Pension Plan or are receiving child assistance, regarding telephone response times. The measure, which was compared to the actual response time, highlights the maximum response time clients are willing to wait to ensure their satisfaction.
The results obtained contribute to the discussions concerning the commitments indicated in our Service Statement.
(2014 Survey on why citizens go in person to the Régie des rentes du Québec's offices; French only)
This document gives the results of a survey carried out in the fall of 2014 with citizens who had come into our offices. The goal was to find out why they chose to come to our offices in person instead of using the other means at their disposal, such as our online services.
(Survey on the satisfaction of clients who contacted our agency by telephone in 2014; French only)
This survey measures the satisfaction of clients who are receiving benefits under the Québec Pension Plan or are receiving child assistance, with regard to our interactive voice response (IVR) system. The report reveals the various steps clients took while using the IVR system.
(Annual survey to measure client satisfaction – 2014 report; French only)
(Survey on client expectations – 2014 report; French only)
This survey measures the expectations of clients regarding the services provided by the Régie. It also gauges their opinions on other subjects related to the Régie's services, such as written communications, compulsory direct deposit and general satisfaction with service quality.
(Annual survey to measure client satisfaction - 2013 report; French only)
This annual survey measures the satisfaction of clients receiving benefits under the Québec Pension Plan, or receiving child assistance, with regard to the commitments made in the Régie des rentes du Québec's Service Statement.
(Survey on what prevents child assistance beneficiaries from signing up for direct deposit – 2013; French only)
This document gives the results of a telephone survey, conducted in February 2013, among families receiving child assistance with a family income of at least $60 000 and who receive their payments by cheque. The survey reveals their knowledge and use of direct deposit, the reasons they have for not signing up for direct deposit and their attitude towards measures for encouraging them to sign up for direct deposit.
(Survey on what prevents Québec Pension Plan beneficiaries from signing up for direct deposit – 2013; French only)
This document gives the results of a telephone survey, conducted in March 2013, among Québec Pension Plan beneficiaries living in Québec and receiving their payments by cheque. The survey reveals their knowledge and use of direct deposit, the reasons they have for not signing up for direct deposit and their attitude towards measures for encouraging them to sign up for direct deposit.
(2012 Survey on knowledge of the Régie des rentes du Québec; French only)
The survey gages knowledge of the Régie des rentes du Québec, the Québec Pension Plan and sources of retirement income. It also touches on confidence in the future of the Québec Pension Plan, savings for retirement and the methods used to obtain information on the Régie's programs and services.
(2012 Survey on the satisfaction of Bureau des ententes de sécurité sociale (BESS) clients; French only)
In October 2012, a survey was conducted on the satisfaction of clients who had contacted the Régie des rentes du Québec's Bureau des ententes de sécurité sociale (BESS) in previous months. The BESS helps Quebeckers in applying for retirement, surviving spouse's or disability benefits from one of the 32 countries with which Québec has a social security agreement. The survey results show that 99% of clients were very or quite satisfied with the services they received.
(Annual survey to measure client satisfaction - 2012 report; French only)
(Annual survey to measure client satisfaction - 2011 report; French only)
This annual survey measures the satisfaction of clients receiving benefits under the Québec Pension Plan, or receiving child assistance, with regard to the 6 commitments made in the Régie des rentes du Québec's Service Statement.
(Survey on client expectations - 2011 report; French only)
This survey measures the expectations of clients regarding the services provided by the Régie des rentes du Québec. It also gauges their opinions on other subjects related to the Régie's services, specifically administrative costs, the sharing of information between government departments and agencies and general satisfaction regarding the quality of services provided by the Régie.
(Survey on expectations of online visitors – 2011 report; French only)
This survey measures whether the expectations and opinions of online visitors regarding the services offered by the Régie des rentes du Québec differ from those of the general public.
(2011 Survey on knowledge of the Régie des rentes du Québec; French only)
(Qualitative study on our services – Final report; French only)
This document gives the detailed results of discussion groups held in the spring of 2011. Participants ranged in age from 20 to 70 and were all Québec Pension Plan contributors. They were asked to define their service expectations for different communication methods.
(Results from the 2010 survey concerning the Régie des rentes du Québec's role in financial planning for retirement, the cost of services as well as self-service options; French only)
Here are the results of additional questions asked during the 2010 survey on client satisfaction. The questions cover the Régie des rentes du Québec's role in financial planning for retirement, the cost of services as well as self-service options.
Consult a summary of the study
(2010 client satisfaction survey; French only)
The survey, which was carried out for the seventh time since 1995, targeted both QPP and child assistance beneficiaries. It sought to determine respondents' degree of satisfaction with the Régie des rentes du Québec's services in relation to their expectations and the commitments made in the Régie's Service Statement.
The results show that the Régie's clients are very satisfied with its services. However, in general, clients receiving benefits under the Québec Pension Plan are slightly more satisfied than the clients receiving child assistance.
(Survey of expectations and satisfaction regarding complaint at the Régie des rentes du Québec; French only)
This survey shows how the Services Commissioner's commitments to providing a clear and complete response, adapted to a person's situation, and to responding within a maximum of 2 working days for a follow-up to a telephone call and 30 days for a response to a situation are respected. It also reveals the expectations that the Régie des rentes du Québec's clients have regarding those commitments.
(Satisfaction of people who received an answer from the Services Commissioner after having filed a complaint by email at the Régie des rentes du Québec: a survey; French only)
In its 2009-2010 Service Statement, the Régie des rentes du Québec stated that "The Services Commissioner is committed to providing you with a clear and complete response, adapted to your situation...".
In order to meet in part the accountability requirements for meeting the Services Commissioner's commitment, people who filed a complaint by email were surveyed.
(Satisfaction of clients who contact the Régie des rentes du Québec by telephone: a survey; French only)
The survey was aimed at both Québec Pension Plan and child assistance clients. Its objective was to determine whether they are satisfied with the new IVR system and in particular with its automated voice recognition and self-serve processes.
The survey results revealed the reasons clients behaved as they do while using the IVR system and allowed the quality of the system to be improved upon.