Canada Student Financial Assistance Program Client Satisfaction and Pulse questionnaires

This requirement is for Employment and Social Development Canada.

Description of the requirement:

Canada Student Financial Assistance (CSFA) Program Client Satisfaction Questionnaire

The CSFA Program conducts annual satisfaction inquiry of clients who currently hold a Canada Student Loan or Canada Student Grant to:

• Track experience and satisfaction with service delivery among borrowers.
• Measure borrowers’ awareness of specific components of the loan and grant programs;
• Examine borrowers’ attitude towards various aspects of CSFA Program products or services;
• Measure client satisfaction and performance indicators with both the CSFA Program and the National Student Loans Service Centre (NSLSC)*.

The surveys are aimed at two groups of clients:

• In-study borrowers: those who are currently in school and hold a Canada Student Loan and/or Grant.
• In-repayment borrowers: borrowers who have left school and are in the process of repaying their loans.

The NSLSC is run by a third-party service provider, contracted to handle the disbursement and repayment of Canada Student Loans and integrated federal-provincial student loans. Most client interactions, especially in repayment, are with the NSLSC.

Proposed period of contract:

Initial Period: August 2022 to July 2025

Option Year # 1: August 2025 to July 2027

Option Year # 2: August 2027 to July 2029