2020 VAC National Client Survey Q&A

A1. The survey is conducted every two years to provide information on the health and well-being of Veterans and other individuals we serve, and how well we are supporting them with our programs and services.
Surveys are one of the ways VAC engages and communicates with Veterans and others we serve about the programs, benefits and services that support their well-being.

A2 Forum Research Inc., an independent Canadian research firm, conducted the survey on behalf of VAC.

A3. A random sample of approximately 3,250 people receiving VAC benefits and/or services were interviewed by telephone survey. This included Veterans, CAF members, current and former RCMP members and survivors.

A4. In general, the 2020 VAC National Client survey found that:

• Individuals are generally satisfied with VAC programs, services, benefits
• Veterans ages 85 and older and survivors are the most satisfied groups
• 69% of participants are satisfied with overall well-being
• Indigenous and visible minority Veterans interviewed were generally less satisfied and rated their VAC experience less positively than overall results
• Case-managed Veterans who are ages 65 and younger are generally less satisfied than other participants, and many report feeling down or depressed.

A5. The survey results indicate that Indigenous Veterans and visible minorities are less satisfied with VAC programs and services than other participants. The survey findings also suggest that Veterans under the age of 65, particularly those who are case-managed report they are less satisfied than other participants. In light of these survey results, we will focus on understanding these findings so that we may take concrete actions to better meet their needs.

A6. There are several differences in the survey results based on gender. For example:

• Male and female Veterans who were most likely to be impacted by Pension for Life both received similar levels of information and were aware of changes to their benefits
• However responses from all participants related to Pension for Life show that men (52%) were more likely than women (36%) to have received information. Men (30%) were more likely to have seen a change in their benefits than women (21%).
• In addition, women (40%) are less likely to be aware of the Office of the Veterans Ombudsperson than men (59%), with differences seen among most subgroups of respondents.

A7. These survey results will help us identify opportunities to improve VAC’s programs and how we deliver our services to Veterans and their families.

A8. You can view the results on the Library and Archives Canada website.

A9. The 2020 VAC National Client Survey results show positive increases, stable rates, and decreases compared to the 2017 VAC National Client Survey. These changes include the following:

• The 2020 survey indicates that many respondents have a higher level of satisfaction with VAC programs and services and the quality of service they receive compared to the 2017 survey.
• Many participants positively rated their physical and mental health in both the 2017 and 2020 survey, this has remained stable.
• Compared to the 2017 survey, Veterans are now less satisfied with their financial situation and their job or main activity, even before the beginning of the COVID-19 pandemic.
• The 2020 survey respondents indicate that they are less satisfied with VAC’s commemorative initiatives to honour Veterans and their service than in 2017.