Client satisfaction survey results
As part of our commitment to improving client service, OSR conducts client satisfaction surveys. 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.
November 2011 client satisfaction survey results
The 2011 survey was available on the OSR websites during November 2011 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 a preliminary survey, indicating whether or not they were generally satisfied with OSR services. More than 700 clients completed the full survey which contained 11 multiple choice questions regarding services, staff, and information and decisions.
The results indicate that clients are satisfied with staff service, OSR and SDRO information and decisions, and the usefulness of the websites. Respondents were most satisfied with client service and information and decisions regarding payroll tax and first home benefits.
Summary of results
Overall satisfaction
91% of those who did not complete the full survey indicated they were generally satisfied with OSR services
88% of all respondents stated that they were generally satisfied with OSR services
Services
88% agreed that the information they require is available from the websites
84% agreed that OSR’s self-service options meet their needs
82% agreed that it is easy to use the websites
76% agreed that it is easy to use OSR’s phone services
Staff
89% agreed that OSR staff are courteous and professional
84% agreed that OSR staff are knowledgeable and competent
82% agreed that OSR provides sound advice and information
75% agreed OSR resolves problems or queries in a timely manner
Information and decisions
87% agreed that OSR payment methods meet their needs
82% agreed that the information they receive from OSR is consistent
73% agreed that OSR explains the reasons for their decisions
Feedback
We would like to thank those of you who completed our November 2011 client satisfaction survey, and let you know what we intend to do with your valuable feedback.
It was most pleasing to learn from the survey that, overwhelmingly, clients are very satisfied with the service OSR provides. It was also clear there are some aspects which you would like us to focus on to make our services even better.
We have compiled all of the feedback and suggestions for improvement and have already undertaken actions to address concerns which were raised.
We have:
completed a review of the SDRO website and are implementing changes to make our websites more accessible and easier to navigate
advised our call centres of concerns regarding the length of the automated introductory phone message, as well as call wait times
initiated a project to identify opportunities to provide more self-service and payment options.
The next client satisfaction survey will be run in March 2012 to further assess the level of service you are receiving, and to give you further opportunity to offer suggestions for improvement.
We appreciate your ongoing feedback as this is an important mechanism for understanding your needs and expectations.
Previous results
