Veterans Affairs Canada (VAC) retained Nanos Research to conduct focus groups among non-client Veterans and non-client family members and caregivers of Veterans in the form of online focus groups[1]. The purpose of the research was to allow VAC to assess the understanding and perceptions of non-client Veterans, their families and caregivers regarding web content for two of VAC’s most used programs and services. The study also seeks to identify—in terms of program information and eligibility criteria—possible barriers for new and potential clients.

The specific research objectives were:

  • To understand the level of clarity Veterans have around the information on the VAC website regarding the top two most used VAC programs (Veterans Independence Program and Disability Benefits);
  • To clarify participants’ understanding of the information presented to them for the two previously mentioned programs;
  • To identify any barriers—perceived by participants within the information about these programs— contained on the VAC web pages they were presented; and,
  • To improve existing methods of outreach and communication to non-client Veterans, their families and caregivers who may benefit from VAC programs and services but who are aware they are eligible.

The overall objective of the research was to help inform VAC’s decisions on how to reach, communicate with and better inform the entire Veteran community in Canada.

Nanos conducted 10 online focus groups among Canadians who have served in the Canadian military, their families and caregivers, 18 years of age and older, who have not received benefits in the past or present. The focus groups were held between 5-13 December 2023. Two (2) of the groups were conducted in French and eight (8) were conducted in English.

The configuration of the groups were:

Non-client Veterans

  • 2 groups with Veterans from Western Canada (ENG)
  • 2 groups with Veterans from Atlantic Canada (ENG)
  • 2 groups with Veterans from Ontario (ENG)
  • 1 group with Veterans from Quebec (FR)

Family Members/Caregivers

  • 2 groups with family members/caregivers (ENG)
  • 1 group with family members/caregivers (FR)

Focus group research is qualitative and directional in nature and must not be used to estimate the numeric proportion—or number of individuals in the population—who hold a particular opinion. The focus group research allows VAC to gauge the views and gather in-depth insights from specific communities of interest.

This publication reports the findings of this research.

To view the full report in English, click here

To view the full report in French, click here