9-8-8 Feedback Survey

We’re asking for your feedback so we can understand more about people’s experiences when they call or text 9-8-8. Your answers will help us make sure that everyone who calls or texts 9-8-8 gets the support they need.

The survey goes out to a limited number of people each day. Not everyone who calls or texts 9-8-8 will get a message about a survey after they finish their call or text. Over time, we will ask more people to take the survey.

If you didn’t get a message about the survey but still want to share your feedback, you can send us a message anytime through our Contact Us page at https://988.ca/contact-us.

Yes, the survey is optional. You don’t have to take the survey if you don’t want to - it’s completely up to you. If you decide not to take the survey, it won’t change whether or not you can call or text 9-8-8 in future. Please call or text 9-8-8 any time you need support.

If you have called 9-8-8

A responder may ask you if you would like to take a short survey about your experience at the end of your call. To take the survey, you will need to stay on the line to hear the survey questions, and will be able to enter your answers using the buttons on your phone’s keypad.

If you have texted 9-8-8

You may get a link by text message after your conversation with the 9-8-8 responder has ended. To take the survey, click the link in this message and follow the instructions.

Your answers will be kept confidential. No 9-8-8 responders (the people who answer 9-8-8 calls or texts) will be able to see them. Only a small group of people who work on evaluating and improving the 9-8-8 service will be able to see your answers.

The phone number you used to call or text 9-8-8 will be linked to your answers. This is to help us better understand how and where we can make improvements to the service.

It’s important to know that only a small group of people can see your answers to the survey.  These people have  been trained in and follow strict privacy policies. They will remove your phone number before they share the results of this survey with other 9-8-8 colleagues. They will also only share survey findings in aggregate form – this means they will group your answers together with other survey responses before they share them.

If you want to learn more about how we protect your personal information, please visit section D. Your Information in the 9-8-8 Terms of Service: https://988.ca/terms.

No, you don’t need to answer all the questions. Please only answer the questions you feel comfortable answering.

You do not have to finish the survey. We appreciate any feedback you are comfortable sharing - even answering one or two questions will help us improve 9-8-8.

The survey is brief, with multiple-choice options. On average, it will take you 3-5 minutes to complete.

We’d love to hear more from you. If you have any thoughts, comments, or suggestions, please send us a message at https://988.ca/contact-us.

If you have called 9-8-8, you will need to stay on the line right after your call to take the survey.

If you have texted 9-8-8 and we send you a link to the survey, you will have 48 hours to answer the questions.

We know that not everyone will want to answer questions about 9-8-8 so soon after they have called or texted. If you have feedback after using the service and you hung up the phone before taking the survey or your survey link has expired, you can send us a message anytime through our website at https://988.ca/contact-us.

You have 48 hours to take the survey after you click on the link. We want to make sure that you have the chance to share your feedback while your experience with 9-8-8 is fresh in your mind.

We know that some people need more time to reflect on their experiences before they are ready to share their feedback. If you’d prefer to send us your feedback after the survey link has expired, you can send us a message through our website at https://988.ca/contact-us .

The survey has been designed so that you can take it by using your phone keypad. Unfortunately, this means we are limited in how many options we can offer for some questions. We know that in particular using multiple-choice questions for gender and race might not allow you to describe your identity in a way that feels right for you. We have tried to make sure the choices are as inclusive as possible, but we understand it may not work for everyone. If none of the options apply to you, you can select the ‘Another gender identity’ or ‘Another racial identity’ option for these questions.

This survey is for providing short, simple feedback – it does not have any open-ended questions, which means you cannot provide a lot of detail about your experience. It’s also only available for a short time after you call or text 9-8-8.

You can send us more detailed feedback about your experience anytime, and you can say as much or as little as you like: https://www.988.ca/contact-us.

If you have more questions about this survey, please send them to us through our website at https://988.ca/contact-us.

To find out more about how 9-8-8 works, you can visit the “what to expect when you contact us” page on our website https://988.ca/get-help/what-to-expect. You can also view the terms of service for 9-8-8 at https://988.ca/terms.