August 2012 client satisfaction survey results
The August 2012 survey was available on the OSR and SDRO websites on pages related to Payroll Tax, Land Tax, First Home Benefits and Fines.
More than 800 clients completed the main survey which contained 12 multiple choice questions and one open ended question.
For the first time, SDRO clients were asked to identify if they were visiting the SDRO website with a query related to a Penalty Notice (81%) or an Enforcement Order (19%).
Overall, 89% of respondents were ‘generally satisfied with the services OSR provides’. This is greater than previous surveys in March 2012 (86%) and November 2011 (88%).
Specific key results of the main survey include:
84% agreed that OSR provides quality services
86% agreed that The information I need is available from this website
79% agreed that It is easy to use this website
76% agreed that It is easy to use OSR's phone services
84% agreed that OSR's self-service options meet my needs.
79% agreed that OSR resolves my problems or queries in a timely manner
85% agreed that OSR staff I have dealt with have provided sound advice and information
88% agreed that OSR staff I have dealt with are courteous and professional
87% agreed that OSR staff I have dealt with are knowledgeable and competent.
Information and decisions
76% agreed that OSR explains the reasons for their decisions
86% agreed that OSR's payment methods meet my needs
87% agreed that Information I receive from OSR is consistent.
We would like to thank those of you who completed our March 2012 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.
developed and implemented a brand new SDRO website to improveaccessibility and usability
continued to identify opportunities to provide more self-service and payment options
commenced a project to deliver tax and fines services though mobile devices and applications
investigated the use of social media to improve information provided to clients.
The next client satisfaction survey will be run in late 2012 to further assess the level of service you are receiving, and to give you another opportunity to offer suggestions for improvement.
We appreciate your ongoing feedback as this is an important mechanism for understanding your needs and expectations.