Erin Research

CITIZENS FIRST: FOUR STUDIES
Citizens First is recognized as one of the most significant service quality research achievements of the last decade. ERIN Research Inc. did the work in 1998, 2000, 2003 and 2008. It provides the most widely respected intellectual foundation for improving services to citizens in Canada.

It has become the gold standard for improving service in municipal, provincial/territorial and federal governments across Canada.

To obtain this study, go to iccs-isac.org.

CITIZEN PRIORITIES, SATISFACTION, TRUST, 2011
ERIN’s study Citizen Priorities, Satisfaction, Trust, 2011 has become a cornerstone of the Region of Waterloo’s Strategic Plan, 2011 – 2014.

To obtain the full report go to: region.waterloo.on.ca/strategicfocus/publicinput.html and click on either the summary or full report.

REGION OF PEEL CLIENT SATISFACTION AND CONFIDENCE IN GOVERNMENT, 2009
ERIN Research was commissioned to design a uniquely comprehensive client measurement program for the Region of Peel. ERIN conducted focus groups and in-depth interviews of more than 2,600 clients.

This innovative study embraced hard and soft services, including waste management, roads, water meters, financial assistance, subsidized housing, childcare and health services. It gave the Region its first-ever corporate-wide drivers of satisfaction. Peel now uses this empirical information to ground its entire client service strategy, across many diverse business lines.

TAKING CARE OF BUSINESS 2
ERIN also conducted Taking Care of Business 2, a major study of satisfaction and confidence of business clients in governments across Canada in 2007.

To obtain this study, go to iccs-isac.org.

EXPERT ADVISOR TO BC STATS
BC Stats has retained Dr. George Spears, on an ongoing basis, as an expert consultant to advise on all aspects of methodology, statistical analysis and interpretation in its major employee studies conducted by the Government of British Columbia.
2004 – ongoing.

THE ACHIEVEMENT OF SERVICE STANDARDS
ERIN Research conducted over 18,000 mystery shopper contacts for the Government of Ontario to evaluate the achievement of telephone, mail and in-person standards. Staff surveys supplemented the external validation. The research was used to pinpoint areas requiring improvement and to celebrate successes. Management Board Secretariat, Government of Ontario, 1999, 2000, 2003.

SOCIETY OF ACTUARIES: SIX MEMBER STUDIES
ERIN has conducted six online surveys documenting the views of the Society’s 15,000 members, working in more than 30 countries. The ERIN studies provide high-level guidance to the Board of Directors and Executive Management Team. The Society of Actuaries based in Chicago, 2002, 2003, 2005, 2007, 2008, 2011 (in progress).

CUSTOMER SATISFACTION WITH PUBLIC SAFETY SERVICES: 7 STUDIES
ERIN’s seven studies of customer satisfaction are used to underpin the organization's multi-year strategic plan and the corporate customer satisfaction strategy. ERIN identified the key drivers of satisfaction of the organization's 60,000 Ontario clients in the areas of fuels, elevators, boilers and pressure vessels safety, 1998, 2000, 2002, 2004, 2006, 2007 and 2008.