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  • Survey-based metrics

    Metric

    Description

    Measure

    S1

    Client survey – The ATO gives me individual attention

    1.1

    S2

    Client survey – The ATO understands my industry operating environment

    1.1

    S3

    Service commitment – People surveyed agreed that the ATO listens to and responds to feedback

    1.2, 3.2

    S4

    Client survey – the cost of meeting my tax obligations is reasonable

    1.2

    S5

    Client survey – dealing with the ATO is getting easier

    1.3

    S6

    Service commitment – People surveyed agreed that the ATO provides information that can be relied on and understood

    2.1, 2.2

    S7

    Service commitment – People surveyed agreed that the ATO provides information sufficient to meet their needs

    2.1, 2.2

    S8

    Service commitment – People surveyed agreed that the ATO makes it easy to access services and information

    2.1

    S9

    Service commitment – People surveyed agreed that the ATO informs them of what they need to do

    2.2

    S10

    Community satisfaction with ATO performance

    2.3

    S11

    Client survey – In the past 12 months, the ATO appears to be integrating its services better with other government departments

    4.1

    S12

    Client survey – The ATO does not contact me unnecessarily

    4.2

    S13

    Service commitment – People surveyed agreed that the time taken was acceptable

    5.2

    S14

    Service commitment – People surveyed agreed that the ATO lets them know of status or delays

    5.2

    S15

    Client survey – I am able to contact the ATO in a way that I want

    5.2

    S16

    Perceptions of fairness in disputes

    5.4

    S17

    Client survey – The ATO consults me about issues that affect me

    6.1

      Last modified: 08 Feb 2019QC 57845