Call Centre Satisfaction Survey Wave 4

The overall aim of this research was to further develop the Tax Office's Call Centre Satisfaction Survey. Specifically, the Tax Office wished to ascertain clients' level of satisfaction in regards to the call experience, the Tax Office staff they dealt with, the information provided, and the overall outcome.

As well as looking at overall satisfaction, satisfaction with the time taken to resolve the query and how well the Tax Office rates with the call centres of other similar sized organisations, the research sought to measure client satisfaction in terms of call connections, transferral and the service and the information provided by service representatives.

Download the Call Centre Satisfaction Survey (PDF, 538KB).