2008 client satisfaction survey results
The Office of State Revenue (OSR) Client Satisfaction Survey was conducted during April 2008. A total of 4,169 clients who accessed both OSR and State Debt Recovery Office websites participated in the survey. Thank you to all our clients who participated – your input is invaluable in enabling us to improve the quality of services we provide.
This report provides the result of the survey obtained from client satisfaction data collected through OSR’s websites from fines processing, land tax, payroll tax and First Home Owners Grant clients.
Results
Overall satisfaction
- 87% of respondents were satisfied with services provided through OSR websites
- 75% of respondents were satisfied with services provided by OSR staff.
Online client survey - April 2008
Results for web and staff service questions
Accessibility & ease of use
- 88% agreed that the information they require is available from the websites
- 86% agreed that it is easy to use the websites.
Interpersonal communication
- 80% agreed that OSR staff were courteous and professional
- 70% agreed that OSR staff give reasons for their decisions.
Quality of service
- 74% agreed that OSR resolves problems or queries in a timely manner
- 84% agreed that OSR staff provide sound advice and information.
Feedback from clients
The key areas for possible improvement to the services identified are increased communication and simplification of payment facilities available through websites.
Further suggestions from the open-ended responses highlighted potential for improvements in the quality of advice and explanations provided. This would ensure an even higher level of service is provided.
Going forward
After addressing these findings we will continue to actively monitor client feedback to ensure high service standards are maintained.
