The Client Satisfaction Feedback Initiative (CSFI) uses artificial intelligence to analyze sentiment from surveys completed by Shared Services Canada's (SSC) partners and clients. The system processes regular survey feedback to measure client satisfaction with SSC's delivered services and help the organization understand how well it is meeting client needs.
This system extracts emotional tone and subjective information from survey responses to identify patterns in client satisfaction. The analysis helps SSC leadership understand client perspectives and make data-driven decisions about service improvements. The system currently operates in production and is used by Government of Canada employees who manage client relationships and service delivery.
Importantly, this system does not process personal information—it analyzes aggregated survey feedback to extract satisfaction sentiment rather than tracking individual respondents. The AI capability focuses purely on understanding client sentiment patterns to support organizational planning and decision-making.
