If I can add to this, what Monsieur Ricard just alluded to is a survey done by the Institute for Citizen-Centred Service, which is a non-profit intergovernmental organization. It's not as if we went to service standards that are being applied by private organizations or private call centres. We're looking at it from a Canadian's perspective with regard to their expectations of government.
On June 6th, 2019. See this statement in context.