|
Tax
and Revenue Administration
2004 Client Survey
Results |
Released: |
March 11, 2005 |
Produced by: |
Alberta Finance,
Tax and Revenue Administration |
For more
information: |
tra.revenue@gov.ab.ca |
2004 CLIENT SURVEY
RESULTS
Index
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Individual client survey results listed
below are portable data format (pdf) documents. You
will need Acrobat Reader to open or print these documents.
If you do not have Acrobat Reader, click on the yellow icon
to download this program for free. |
Introduction
Alberta Finance, Tax and Revenue Administration
(TRA), conducts an annual survey to determine the satisfaction of
its clients (the people who deal with TRA) with its administration
of the tax and rebate programs and with client costs to comply with
the relevant legislation. The survey also provides space for comments
and suggestions. Overall results of the surveys are included as
performance measures in Alberta Finance's business plans.
Please note: in 2004, the
survey design was substantially revised to meet TRA's and its clients'
changing information needs. Because of this enhancement, some of
the 2004 survey results are not comparable with the results of previous
years' studies. However, the key measures of client satisfaction
with overall administration and with compliance costs remain comparable
and are presented in the 2004 results.
Client
Selection for Surveys
TRA uses a random selection tool to send surveys
to a portion of the clients in each tax or rebate program that has
a client population exceeding 100. Additionally, surveys are sent
to all clients in each tax or rebate program with a population of
100 or less.
The names of the persons to whom the surveys
are sent is kept confidential and no marks or codes are placed on
the surveys to trace the respondent's identity.
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Scoring
Methodology
In this year's survey, the participants
were asked to rate their level of satisfaction with factors relating
to TRA’s service. A six-point response scale was used to measure
the level of satisfaction with each factor. The scale included 6
(Very Satisfied), 5 (Satisfied), 4 (Somewhat Satisfied), 3 (Somewhat
Unsatisfied), 2 (Unsatisfied) and 1 (Very Unsatisfied).
The level of client satisfaction is
expressed as "percentage satisfied", which is the percentage
of respondents that indicated a degree of satisfaction. Using the
six-point response scale, the "percentage satisfied" is
the sum of the Very Satisfied, Satisfied and Somewhat Satisfied
responses expressed as a percentage of all responses received for
the question. If fewer than five people in a particular tax or rebate
program answered a question, the result was not considered to be
statistically relevant and therefore was not shown for that particular
program. However, those answers are included in All Programs Combined
results that summarize responses for all tax or rebate programs.
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Client
Survey Results
and Comments by Program
For each program, the client survey
results for certain factors are presented in bar
graph form on a three-year comparative basis in
the following pdf files. A summary of client comments regarding
the program is also included in the pdf files.
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Client
Satisfaction with Service by Program
For each program, the client survey
results relating to service are presented in bar
graph form in the following pdf files. Since this is a
new section, no data is available from previous years for comparison
purposes.
TRA
Response to Survey Results
Because the survey questionnaires
do not identify the respondent, a client who wished TRA to respond
to questions, comments or suggestions was requested to provide his
or her name and contact information. In such cases, the staff responsible
for conducting the survey forwarded only the client’s question,
comment or suggestion and contact information to the appropriate
TRA area for response.
The results, comments and suggestions
are compiled by the staff conducting the survey and summarized for
TRA. After review, TRA develops an action plan to address the issues
raised.
TRA
Contact
For
further information about TRA’s client survey, or about actions
taken or planned for the future, telephone the Director, Tax Services
at (780) 427-9425, or send your request to TRA by letter, fax or
e-mail (tra.revenue@gov.ab.ca).
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