2009 client satisfaction survey results
Clients had the opportunity to complete an online satisfaction survey in March and April 2009. The survey was available on both of OSR’s websites (OSR and SDRO) and measured client satisfaction with our core services: land tax, payroll tax, first home benefits and fines.
Clients could complete the full survey or simply indicate whether or not they were generally satisfied with OSR services. More than 1000 clients completed the full survey which contained six questions. The results indicate that clients are satisfied with our services and the usefulness of our websites. Respondents were most satisfied with client service and website information for payroll tax and first home benefits. Overall, the 2009 results were more positive than 2008. A summary of the survey results are below:
Results
Overall satisfaction
86% of those who completed the full survey were satisfied with OSR services.
75% of those who did not complete the full survey indicated they were satisfied with OSR’s services.
Website accessibility and ease of use
91% agreed the information they require is available from the websites.
89% agreed that is easy to use OSR’s websites.
Interpersonal communication
90% agreed that OSR staff were courteous and professional.
80% agreed that OSR staff give reasons for their decisions.
Quality of service
83% agreed OSR resolves problems or queries in a timely manner.
87% agreed that OSR provides sound advice and information.
