The Commission for Standards, Equity, Health and Safety at Work – CNESST (formerly CSST) was keen to modernize its service delivery to its clienteles, in particular by developing digital tools in line with their needs. Traditional methods consisted of paper forms and in-person agents. The CNESST wanted to continue its shift towards modernity with workers on leave or on withdrawal from work and requiring compensation. This is how she called on my services to design and produce a user survey .
Complaints to the CNESST require the intervention of several actors at one or more points in the process:
- Workers and their representatives;
- Employers and their representatives;
- Health professionals;
- Internal staff at the CNESST.
These customers have their own path and their specific needs when filing a complaint, which the customer survey was used to define.
- Improve knowledge of CNESST clienteles;
- Know their customer journey;
- Define their needs.
First, I developed the customer survey by first identifying a sample of customers to be surveyed: injured workers, on preventive leave, etc.
I then developed a detailed questionnaire for each segment of the clientele, in order to identify their respective path with the CNESST.
A total of 38 telephone interviews lasting 45 minutes to 1 hour were conducted and a report of findings and recommendations was drawn up.