Lanla Survey: Quebecers Assess the Performance of Organizations During the COVID-19 Crisis

• The survey of 6,800 respondents is the most comprehensive to date
• Desjardins, Costco, IGA, Jean Coutu, Couche-Tard and Groupe Maurice lead the list

MONTREAL, April 14, 2020 /CNW Telbec/ - Lanla, Quebec's marketing research leader, specializing in measurement, management and improvement of the customer experience, has published the results of an extensive survey of 6,800 respondents across Quebec during the COVID-19 pandemic. The survey determined Quebecers' satisfaction with businesses and governments during the crisis and their perceptions of the recovery.

"As we face an unprecedented situation, citizen and consumer expectations of organizations are changing and evolving rapidly. We are witnessing a strong resurgence of basic human needs, which greatly influences behaviours and perceptions related to the performance of businesses and governments," said Sylvain Perron, Managing Partner at Lanla.

"Having conducted the most comprehensive survey since the pandemic reached Quebec, we were able to obtain accurate findings. For example, we can identify the actions of those businesses whose COVID-19 management is perceived to be the best, according to defined segments of the population," added Vincent Leclerc, Customer Solutions Director at Lanla.

Findings in brief

The survey measured and evaluated the behaviours adopted by Quebecers during the crisis, their satisfaction with businesses offering essential services and with the levels of government, and their expectations of the recovery. Here is an overview of the results:

• By category, the businesses that have managed the COVID-19 situation the best, according to the respondents:
• Banking institutions: Desjardins (66%)
• Big-box stores: Costco (59%)
• Drug stores: Jean Coutu (58%)
• Supermarkets: IGA (55%)
• Convenience stores: Couche-Tard (49%)
• Seniors' residences: Group Maurice (30%)

• Best initiatives by businesses to manage the pandemic according to the respondents:
• Limits on the number of people allowed in establishments (89%)
• Increase in cleaning and sanitation measures (86%)
• Emphasis on debit and credit card payments (81%)
• Management of physical distancing (76%)
• Increase in employee compensation (72%)

• Respondents' overall satisfaction¹ with the various levels of government:
• Federal government: -49
• Quebec government: +75
• Municipal sector: +7 to -30

• Respondents' perception of an economic recovery:
• 80% of Quebecers expect their family income to remain stable or decrease slightly as a result of the pandemic.

"Despite the positive performance in a number of areas, the results show significant discrepancies in dealing with the crisis between organizations. The consistency of the actions taken by businesses and industries is a determining factor to ensure their sustainability and ultimately our collective success. The lack of consistency means it will take longer to achieve our common goal of ending the lockdown and getting back to a normal life," Mr. Perron concluded.

The full survey results are available (in French only) at https://lanla.com/covid-19/

Methodology

The survey, consisting of 47 questions and involving 6,794 Quebecers aged 18 or over, was conducted from April 3 to 8, 2020, by means of a web panel. The findings are not weighted, but cover all regions of Quebec and the various segments of the population. The margin-of-error calculation does not apply, given the use of the non-probability sampling technique.

About Lanla

Founded in 2002, Lanla is a leading Quebec marketing research firm that specializes in measuring, managing and improving the customer experience. The Lanla team comprises more than 50 experts who work with major Quebec brands in all sectors of activity, including banking and insurance, consumer and food products, restaurants, retirement homes, transportation and government corporations. Lanla is wholly owned by the branding agency TMDesign and the technology firm Circle6.

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¹ The overall satisfaction index was determined by means of the Net Promoter Score, namely the percentage of respondents who were very satisfied (score of 9 or 10) minus the percentage of respondents who were dissatisfied (score from 0 to 6).

SOURCE Lanla

Media relations: Mélanie Tardif, CPA, CMA, [email protected], 514 229-6199