Departmental Results Framework indicators 2020-2021 Edition – Indicator 5: Service Satisfaction Index

This indicator measures the level of satisfaction with CRA’s services which is an indication of client-centric service. Client-centric service has been empirically shown to predict trust, which in turn promotes cooperation and compliance. This indicator captures Canadian taxpayers’ and tax preparers’ level of satisfaction with up to three aspects of service quality across service channels. The three aspects of service quality cover: process quality, information quality and interpersonal quality. The service channels include: mail, web, and telephone. The mail and web channels do not include the interpersonal quality dimension. The Service Satisfaction index is based on a 10-pt Likert scale ranging from strongly disagree to strongly agree. The index is computed by calculating the blended average of responses to survey questions. Data is collected through a survey that is contracted out to an external party.

Publisher

Canada Revenue Agency

Resources

4

Catalogue metadata updated

2024-11-21