GENERAL SUMMARY: WEB SITE VISITOR SURVEY...................................... 7 A.
How First Learned About CCOHS Web Site .............................................. 7
B.
Frequency of Visiting the CCOHS Web Site ............................................ 10
C.
Locating Information ................................................................................. 11
D.
Satisfaction With and Importance of Web Site Features .......................... 13
E.
Overall Satisfaction with the Web Site ..................................................... 33
F.
Suggested Improvements to the Web Site ............................................... 35
G.
Demographics of web site visitors ............................................................ 36
GENERAL SUMMARY: CUSTOMER SURVEY................................................ 39 A.
Products or Services Used in Past Year .................................................. 39
B.
Recognition of Product or Service In Data File......................................... 44
C.
Number of People in Organization Using or Benefiting from CCOHS Product/Service .......................................................................... 44
D.
Frequency of Use ..................................................................................... 46
E.
Media/Format Used and Preferred ........................................................... 47
F.
Rating of Product/Service Aspects and Need For Improvements ............ 50
G.
Satisfaction With and Importance Product/Service Attributes .................. 53
V.
H.
Days to Receive and Acceptable Time to Receive ...................................66
I.
Dealing with CCOHS Service Staff ...........................................................69
J.
Number of Service Staff Dealt With and Acceptable Number...................70
K.
Number of Contacts and Acceptable Number...........................................73
L.
Satisfaction With and Importance Of Service Attributes ...........................76
M.
Errors Made in Provision of Products or Services.....................................82
N.
Getting What Was Needed .......................................................................84
O.
Using or Purchasing Again........................................................................88
P.
Potential New Offerings ............................................................................91
Q.
Demographics of CCOHS Customers.......................................................94
CONCLUSIONS...............................................................................................101 A.
Web Survey.............................................................................................101
Comparisons with Other Satisfaction Surveys ........................................102
Appendices Appendix A – Web Survey Questionnaire Appendix B – Customer Survey Questionnaire Appendix C – Detailed Tables – UNDER SEPARATE COVER
I.
FOREWORD
A.
BACKGROUND
The Canadian Centre for Occupational Health and Safety (CCOHS or the Centre) was created in 1978, by the Canadian Centre for Occupational Health and Safety Act, which mandates CCOHS to promote the fundamental right of Canadians to a healthy and safe working environment. CCOHS operates under a tripartite council that includes representatives from business, labour and government. CCOHS council fulfils the Centre’s mandate by operating as “a source for unbiased technical information and expertise to support the efforts of governments, labour organizations, employers, and individual Canadians to improve workplace safety and health”.1 CCOHS fulfils this mandate through a portfolio of free and priced products and services that draw upon a core collection of occupational safety and health information and the application of information management technologies. The key products and services offered by the Centre are the free Inquiries Service and web site and information products and services for which it charges. B.
PURPOSE
CCOHS wished to conduct a customer satisfaction survey of users of its Inquiries service, and subscribers to and users of its other products and services. The survey was designed to:
