The Quebec Automobile Insurance Company (SAAQ) has tabled its annual management report for the year 2024.
Admitting that the path remains to be done in terms of accessibility of services, the SAAQ nevertheless presents results in clear progression with regard to customer service.
The customer satisfaction index now reaches 8 out of 10, including for digital services.
The number of people served (online, in person and on the phone) increased by more than 1.6 million compared to 2023.
-It should also be noted that, in 2024, 87% of customers in service centers were served in less than 30 minutes. The number of complaints also dropped by 40% and the waiting time on the phone decreased by 50% in the first quarter of 2025 compared to the year 2024.
SAAQCLIC digital services are also going to users. The number of transactions carried out by this channel experienced in 2024 an increase of 18%.
Methodology
SPANOL OF SAAQ, GINO DESROSIERS explains that a serious methodology has made it possible to identify this data, in particular through quarterly surveys whose results are weighted according to the weight of each type of customers.
“All the customers of the company, whether carriers of goods and services, road accidents or people who have carried out a practical exam in order to obtain a driving license are punctually invited to give their appreciation of the services they have received. »»
“To do this, a representative sample of people who have done business with the company is invited to participate in these consultations. Anyone who has compared with the company (online, on the phone or in person) can therefore potentially be invited to participate in these surveys, ”specifies Mr. Desrosiers.
