CUSTOMER SERVICE SURVEY

1 Aisles are too narrow, making it difficult or impossible to manoeuvre in a wheelchair or scooter, with a walker, etc.

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2 The lack of separate, accessible unisex washrooms that can accommodate you and your attendant, limits where you can shop, eat and go.

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3 The use of a drivers licence as the sole acceptable ID limits your participation in activities.

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4 The lack of accessible seating at theatres, sporting events etc., limits the choice of events you can attend.

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5 The lack of designated space for wheelchairs and scooters in the waiting rooms of business and professional offices (for example doctors, lawyers, dentists) means you must receive “special” attention.

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6 Sales staff and employees avoid serving you because you have a disability.

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7 The lack of accessible transportation and public transit stations limits your ability to get around.

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8 The lack of enforced scent-free policies puts you at risk.

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9 When traditional forms of customer service are inaccessible, the lack of accessible web sites means you have no alternatives to pursue customer service issues.

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10 Debit and credit card readers are difficult or impossible for you to use, because of the position where they are placed.

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11 Display items in the middle of aisles make it difficult or impossible for you to navigate to access the items you want to purchase.

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12 Televisions in public spaces have captioning Rarelyly turned on, thereby making the messages inaccessible to you.

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13 Display tables, counters and shelves are too high making it very difficult for you to reach, examine and potentially purchase items.

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14 The lack of staff to provide individual assistance, where necessary, to people with disabilities, makes shopping alone impossible.

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15 Sales staff, employees and professionals treat you as if you have limited ability to understand because you have a disability.

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16 The lack of accessible web sites limits your ability to access information about goods, services and opportunities.

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17 Return policies that only allow for store credit, makes it difficult for you to buy an item.

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18 Check-out aisles are too narrow to accommodate your wheelchair, scooter, guide or support dog.

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19 Advertising that contains non-verbal information is meaningless to you.

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20 Buzzer and security systems that depend on voice interaction and sound, make entry into buildings impossible for you.

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21 Lack of understanding about the laws regarding support animals limits your access to facilities and services.

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22 Sales staff treats you as if you can’t afford to buy what they are selling.

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23 The lack of advertising information about accessibility services and features provided by an organization or business, limits your ability to use these services.

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24 The lack of shopping carts for people who use wheelchairs, scooters etc. makes it difficult to shop and leaves you open to accusations of shoplifting.

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25 The limited availability of legal and financial documents in accessible alternative formats leaves you vulnerable to exploitation.

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26 The use of only written material for promotions, events, etc. limits your ability to participate in these activities.

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27 Lack of first floor accessible washrooms limits where you can shop, eat and go.

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28 The variety of locations and the placement of grab bars, shelves, dryers, soap, flushing mechanisms etc. make washrooms difficult for you to use.

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29 Elevators without auditory floor announcements or tactile floor identifiers makes navigating difficult for you.

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30 Dim or reduced lighting in stores and restaurants makes it difficult to access and enjoy goods and services.

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31 The lack of plain language documents leaves you open to being taken advantage of.

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32 The lack of safety procedures, public notices and other important information, in alternative accessible formats, places you at risk.

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33 The costs associated with having to pay double so that your required attendant can accompany you, limits where you go.

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34 Staff avoid serving you if you use a communication device or story board.

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35 Your customer service questions, concerns and complaints get minimal attention because you have a disability.

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36 The lack of real-time captioning at major events, large meetings etc., limits the activities in which you can participate.

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37 Debit and credit card readers are placed so that your confidential information is visible to all.

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38 The lack of TTY services in stores and businesses limits your ability to obtain and access everyday goods and services.

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39 Change rooms that do not have grab bars, seating or room for an attendant make purchasing items difficult.

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40 You feel you must divulge the nature of your disability in order to receive services in the manner you need and without negative attitudes.

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41 The lack of high contrast and tactile markings on stairs limits your ability to safely use facilities.

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42 The lack of audio systems to identify stores and restaurants, limits where you can purchase goods and spend your money.

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43 Access to stores and buildings is restricted because there is either no accessible entry push-button or the button is broken.

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44 The use of entry buzzers and security systems that use only visual displays of information, make entry into buildings difficult for you.

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45 Service people and professionals treat you with pity, disgust or in a patronizing manner.

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46 Change rooms are too small to accommodate you and your mobility device, which makes purchasing items difficult.

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47 The limited number of legal, medical, and financial services that provide sign language interpretation restricts your access to professional services.

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48 Loud music in stores and offices makes it difficult for you to communicate with sales clerks and employees.

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49 The lack of audio-described material limits your ability to go to museums, galleries, theatres, movies etc.

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50 Security turnstiles and bars at entrances and exits mean that you must seek special assistance to access everyday goods and services.

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51 The lack of sign language interpretation for vital legal, medical, and financial services limits your understanding of important issues.

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52 Food displays that are too high and lack staff support make cafeterias, self-service lines, buffets etc., difficult for you to manage.

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Accessible washroom stalls are too small to accommodate you and your mobility device.

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54 The lack of accessible seating that can accommodate both you and your attendant or companion, limits the choice of events you can attend.

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55 The lack of tactile floor and room identifiers makes navigating buildings difficult for you.

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56 The height of counters and service machines limits your ability to receive services.

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57 The rule that bank staff cannot communicate your credit card information to you, forces you to be dependent upon others.

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58 Sales staff, employees and professionals speak to the person with you, rather than directly to you.

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59 The lack of an elevator or ramp in a business or store limits your access to their goods and services.

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60 Small print agreements, menus, etc. makes you dependent upon others.

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61 The lack of available seating to address fatigue experienced by people with disabilities, limits the time you spend shopping.

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62 Guide dogs and service animals are not always allowed in restaurants, stores and hotels, thereby eliminating your access to these services.

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63 The use of voice mail and automated phone systems limits your ability to obtain information and services.

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64 The limited availability of drug and health information in accessible alternative formats leaves you vulnerable to medical errors.

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65 Sales staff, employees and professionals get frustrated and impatient when they have to provide additional or different services to meet your particular needs.

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66 Information presented on public address and intercom systems are not accessible to you.

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67 The use of non-movable seats at food courts, restaurants, etc., limits your access to these services.

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68 Accessible entry push-buttons are placed too close to the door, so that the door hits you when it opens.

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69 Providing information in an open setting to the staff who are filling out forms or completing transactions on your behalf, publicizes your confidential information.

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70 Sales staff and professionals speak very slowly and loudly to you because you have a visible disability.

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71 Sales staff, employees and professionals are impatient and rude when it takes you longer to complete a request or task.

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72 The lack of materials in a variety of accessible formats limits your ability to understand information and access services.

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73 Waiting for your turn for service when there is no combined audio and visual system, makes accessing services difficult and demeaning for you.

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74 The lack of handrails on stairs, both inside and outside stores and businesses, limits your ability to safely use these facilities.

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75 Sales staff, employees and professionals get annoyed and impatient with you when they have to provide individualized attention.

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Your Say Please let us know if there are other barriers that you feel impact on your ability to access every day goods and services and quality customer service.

What could be done to make your Customer Service Experiences easier?

Suggestion 1

Suggestion 2

Suggestion 3

Other

A Bit About You

Age Group Under 15 15-24 25-44 45-64 65 and over

Gender Male Female

Location City: Province:

Are Your Daily Activities Limited by a Physical, Psychological or Health-Related Condition? (Please check all items that apply)

Vision: Do You Use White Cane Guide Dog Large Print Materials Braille Personal Assistant/ Support Person Screen Reading Software Text to Speech Software Text Magnification Software Computer to receive or send information due to vision loss Other (please describe other vision aids in the message box provided below) Other Vision Aids	Hearing: Do You Use Hearing Aid ASL Closed Captioning TTY or TDD Support Animal Personal Assistant Computer to receive or send information due to hearing loss Other (please describe other hearing aids in the message box provided below) Other Hearing Aids
Mobility / Agility: Do You Use Cane Walker Crutches Manual Wheelchair Electric Wheelchair Scooter Personal Assistant Support Animal Aids for grasping, reaching and/or writing Computer to receive or send information due to mobility loss Other (please describe other mobility aids in the message box below) Other Mobility / Agility	Communication: Do You Use Communication Board Picture Board An Intervenor Screen Reading Software Text to Speech Software Other (please describe other communication) aids in the message box below) Other Communication Other Aids

Do You Have An Accessibility Story to Tell?

Please take a moment and share your experiences. They are important.

Focus Groups

Would you like to participate in a focus group on accessibility and customer service?
Focus groups are being held during the early evening and will last about two hours.

YES I would like to participate in a Focus Group

Your Name:

Preferred method for contact about a focus group:

Phone: Email:

Please note that all responses to the survey are confidential. PSN Performance Solutions Network Corp. and LLR & Associates are committed to respecting your privacy and protecting your personal information. Personal Information is any information that is identifiable with you, including but not limited to your name, home phone number or personal email address. We are aware of and comply with the obligations and regulations under the applicable privacy laws of Canada, including the Federal Personal Information and Electronics Documents Act (PIPEDA). Only aggregate data will be collected and incorporated into our report. You will only be contacted if you consent to participate in a focus group. We maintain records but all information is kept private and confidential and is stored in a secure location, accessible only by authorized parties.

CUSTOMER SERVICE SURVEY

What could be done to make your Customer Service Experiences easier?

A Bit About You

Are Your Daily Activities Limited by a Physical, Psychological or Health-Related Condition? (Please check all items that apply)

Do You Have An Accessibility Story to Tell?

Focus Groups

THANK YOU FOR COMPLETING THE CUSTOMER SERVICE SURVEY