2024 VAC National Client Survey - Results

A1. The survey is conducted every two years to provide information on the health and well-being of Veterans and other people we serve. It collects feedback on their satisfaction with VAC programs, benefits, services, and service delivery.

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. Veterans Affairs Canada contracted Phoenix Strategic Perspectives Inc. (Phoenix SPI), an independent Canadian research firm, to conduct the survey on its behalf.

A3. Phoenix SPI was chosen from a Government of Canada standing offer list.

A4. The value of this contract was $226,983.10 (including HST).

A5. The survey had two components – a pre-test phase and then general survey interviews. These interviews were conducted between July 24 and September 23, 2024.

A6. Phoenix Strategic Perspectives Inc., an independent Canadian research firm, conducted the 2024 VAC National Client Survey. Respondents were given the option to participate by telephone interview or complete the survey online. The online option was introduced in 2022 to make the survey more accessible. If these options were not suitable, the participant was offered the opportunity to complete a paper survey sent in the mail.

A7. The survey included responses from a randomized sample of 3,842 individuals who had recently applied for or were receiving VAC benefits or services. This included Veterans, currently serving CAF and RCMP members, and survivors.

A8. The 2024 VAC National Client Survey found that most respondents are satisfied with life in general; however, the intensity of satisfaction in some areas has dropped from 2022. Respondents were more likely to rate their satisfaction with VAC services as “moderate” rather than “strong.” This suggests potential for improvements to increase satisfaction levels.

Here are some other key findings:

• 78% were satisfied with the quality of the programs and services they received
• 77% were satisfied with the quality of their service delivery.  
• 84% agreed that VAC staff were knowledgeable, competent, and provided a satisfactory service 
• 73% agreed communicating with VAC was easy and done in a timely manner 
• 98% said that VAC staff communicated with them in the official language of their choice 
• 94% who received Veterans Independence Program benefits said they relied on them to remain in their own homes and communities.
• 69% agreed that the Rehabilitation Services and Vocational Assistance Program helped improve their quality of life
• 53% agreed they have transitioned well to life after service (with release dates between 2014 and 2024). The top challenges were identified as: health, sense of purpose, cultural and social environment, and sense of belonging.
• The most satisfied groups are survivors and Veterans aged 85 and older.
• Veterans under 65, particularly those who are case-managed, report being the least satisfied.
• Respondents who were Indigenous or persons of colour rated some aspects of their well-being lower.
• Indigenous respondents rated aspects of the application process less favourably than the average, while people of colour tended to be less satisfied with the Department’s service.

A9. The survey found that Veterans who are Indigenous or persons of colour are less satisfied with VAC programs and services. This year’s survey results, combined with new data from Statistics Canada, will help us better understand participants’ needs and improve service, including to under-represented Veterans. The satisfaction and overall well-being of Indigenous respondents and other persons of colour will be an area of focus for the Department going forward.

Veterans under 65, particularly case-managed clients, report being the least satisfied. We are committed to exploring the reasons for these responses and focusing on areas where we can improve service delivery for these Veterans.

A10. Yes, there are differences in the responses we received based on gender. Women Veterans were:

• more likely (86%) than men Veterans (81%) to have had contact with VAC in the past 12 months
• more likely (57%) to have been in contact with VAC through My VAC Account compared to men Veterans (48%)
• less likely (78%) than men Veterans (83%) to agree that VAC staff were knowledgeable about the programs and services they asked about
• less likely (77%) than men Veterans (86%) to say they accessed the treatment benefits they needed
• less satisfied (72%) with the Treatment Benefits program than men Veterans (78%)

It is important to note the experiences of women Veterans differs from women survivors. Women survivors report higher levels of satisfaction. The 2024 survey further distinguishes these groups and we will ensure the findings reflect their unique experiences.

We are continuing to analyze these findings and will include the results of our analysis in the upcoming 2024-25 Departmental Results Report, which is posted publicly. The results will inform our work and support future improvements.

A11. These survey results will help us identify opportunities to improve VAC’s programs and how we deliver our benefits and services to Veterans, Canadian Armed Forces and RCMP members, and their families.

A12. The 2024 VAC National Client Survey shows that overall satisfaction rates remain high. However, there are some areas that could be improved to reach higher levels of engagement and satisfaction.

Here are some key findings:

• Most respondents remain satisfied with VAC programs, benefits and services, and the quality of service they receive, with most stating they were treated exceptionally well by VAC staff.
• 64% said they used My VAC Account in the last 12 months to securely communicate with VAC, check on the status of their applications, find out about benefits and services, or get VAC news.
• 75% of those who have a case manager said case management services were beneficial, a slight decrease from 2022.
• Compared to the 2022 survey, satisfaction with life in general increased eight percent, from 66% in 2022 to 74% in 2024.
• 74% of respondents who released from service between 2019 and 2024 agreed that the disability benefits they receive from VAC recognize their service-related disability, a decrease compared to 81% reported by those who released between 2014 and 2018.
• 74% were satisfied with VAC’s commemorative initiatives to honour Veterans and their service. This improved from 2022, when only 70% were satisfied. We will continue to work with equity-deserving groups to find ways we can improve in this area.

A13. Results for VAC National Client Surveys conducted in 2010, 2017, 2020 and 2022 can be found on the Veterans Affairs Canada website.