2010 client satisfaction survey results
As part of our commitment to improving client service, OSR conducts an annual client satisfaction survey. The web-based survey has been designed to measure clients’ ease of access to information, timely resolution to queries and the quality of OSR client service.
This year’s survey was available on OSR and SDRO websites during April and May 2010 and measured client satisfaction with our core services: land tax, payroll tax, first home benefits and fines.
Clients had the option of completing the full survey or indicating whether or not they were generally satisfied with OSR services. More than 800 clients completed the full survey which contained ten questions. The results indicate that clients are satisfied with staff service and the usefulness of the OSR and SDRO websites. Respondents were most satisfied with client service and website information about payroll tax.
Summary of results
Overall satisfaction
- 78% of those who completed the full survey were satisfied with OSR services
- 88% of those who did not complete the full survey indicated they were satisfied with OSR services.
Accessibility and ease of use
- 85% agreed the information they require is available from the websites
- 83% agreed that it is easy to use OSR websites
- 72% agreed that it is easy to use OSR phone services
- 83% agreed that OSR payment methods meet their needs.
Interpersonal communication
- 82% agreed that OSR staff were courteous and professional
- 72% agreed that OSR staff give reasons for their decisions.
Quality of service
- 73% agreed OSR resolves problems or queries in a timely manner
- 77% agreed that OSR provides sound advice and information
- 79% agreed that OSR staff are knowledgeable and competent
- 77% agreed that the information they receive from OSR is consistent.
Last updated:
29-Sep-2010
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