2024 Client Satisfaction Survey Report - Executive Summary

Introduction

The Centre of Forensic Sciences provides independent forensic laboratory services in biology, chemistry, firearms, toxicology, and questioned documents to support the administration of justice and public safety across Ontario. Serving law enforcement, coroners, crown attorneys, defence counsel, pathologists, and other investigative agencies, the CFS has measured client satisfaction annually since 2000. The survey results are used to evaluate organizational performance, meet accreditation requirements under ISO 17025, and inform key performance measures reported through the Ministry of the Solicitor General’s multi-year business planning process.

Overview

In March 2025, the CFS distributed 6,823 survey invitations to clients regarding their experiences with CFS services during the 2024 calendar year. Although 171 of these survey invitations were undeliverable, a total of 794 responses were received (12% response rate), representing an increase in responses from 699 for the 2023 survey but a decrease from last year’s 15% response rate.

Police officers accounted for 95% of survey respondents for the 2024 survey, up from 79% in 2023, reflecting a 16% increase in engagement from this primary client group. Other respondents included coroners (0.13%), forensic pathologists (0.63%), crown attorneys (0.50%), defence attorneys (0.25%), fire investigators (1.01%), and others (3.02%). Percentages may not total 100% due to rounding.

Survey results continue to reflect high satisfaction with CFS services. For 2024, 94% of respondents reported being satisfied with the quality of service provided, a three-point increase from 91% in 2023 and exceeding the 87% target. Additionally, 60% of respondents indicated that they had consulted directly with a CFS staff member, representing a slight decline from 62% in 2023.

Highlights

In the 2024 survey, clients were asked about their level of satisfaction in various key areas of interaction with the CFS:

  • Information and assistance provided by CFS staff
  • CFS staff response time for inquiries made by clients
  • Quality of communications about CFS services
  • Range and timeliness of services
  • Laboratory reports
  • Online Services
  • Training and Engagement

Client responses are summarized below:

  • 97% of respondents reported being satisfied with the assistance received from CFS staff, matching last year’s result. 90% were satisfied with the timeliness of staff responses, and 95% were satisfied with scientific responses to technical questions.

  • Satisfaction with CFS communications increased to 87% in 2024, up from 83% in 2023. Neutral responses decreased to 13% from 15% in 2023.

  • 93% of respondents agreed the range of CFS services meets their needs, up from 91% in 2023. Satisfaction with report timeliness rebounded to 78% in 2024 after a dip to 70% in 2023.

  • 85% of respondents indicated they had received a laboratory report in 2024 (down from 87% in 2023). Of those, 79% agreed reports were easy to understand (down from 80%), 93% found them thorough (up from 91%), and 90% felt they provided sufficient detail (up from 87%).

  • 84% of respondents were satisfied with the online case submission system in 2024, the highest level since its launch in 2017 and up from 77% in 2023.

  • 18% suggested improvements to the online system, down from 20% in 2023.

  • 79% expressed satisfaction with the information on the CFS website, up from 73% in 2023, while neutral responses declined to 20%.

  • 153 respondents participated in CFS training in 2024, nearly double the 83 in 2023. Among them, 92% said their training needs were met, and 93% were satisfied with training quality.

  • 63% agreed that the CFS offers a wide range of training opportunities, up from 56% in 2023.

  • Training delivery preferences shifted toward in-person formats in 2024 (66%, up from 49% in 2023), while virtual (15%), hybrid (16%), and on-demand video (3%) declined.

  • Engagement interest remained modest, with 17% interested in focus groups, 10% in Town Halls, and 10% in one-on-one interviews.

  • 74% indicated no interest in engagement activities, though 81 respondents provided their email address for follow-up, compared to 58 in 2023.

2025 Client Survey Next Steps

The CFS is committed to client engagement and identifying opportunities to improve client experiences. Efforts include:

  • Continue to improve report turnaround times, explore the feasibility of laboratory reports simplification, and learn more about client needs to enhance the online submission portal.
  • Host an upcoming Northern Education and Training Event to engage Indigenous communities and law enforcement through educational break-out sessions/workshops, presentations, and dialogue.
  • Deliver training in key forensic disciplines and address emerging topics such as investigative genetic genealogy and the intersection of science and law.
  • Expand and modernize services to improve innovation, competitiveness, and turnaround times.
  • Invest in infrastructure, workforce development, and collaborative partnerships to maintain agility and client focus.
  • Broaden research collaborations with academia, government, and industry to address emerging forensic challenges.
  • Create more opportunities for student-led research to support the next generation of forensic experts.
  • Position CFS as a leader in forensic science by advancing methodologies, integrating new technologies, and embedding evidence-based innovation.

2024 Annual Client Satisfaction Survey Infographic