ICCS - Research

Business First is an ICCS research series designed to gauge how businesses across Canada perceive the quality of government services. The studies in the series have taken place approximately once every two years since 2004 and, in each iteration, Canadian businesses have been asked about their service experience and expectations, what factors drive their satisfaction with service, and what areas of public sector service delivery they see as priorities for improvement. The findings have been used extensively in developing customer-driven service policies and delivery strategies at the national, provincial/ territorial, and municipal levels.