ACT Revenue Office
ABN: 45 096 207 205

Client Survey
The ACT Revenue Office (ACTRO) conducted a survey from 17 October 2014 to 16 December 2014 as part of its commitment to maintaining and improving its customer service as well as its website.

The survey was available on the ACTRO website and as a hard copy at the ACTRO Customer Services Counter. Regular clients at the ACT Revenue Office Customer Services Counter were encouraged to respond. On the website the survey was announced as a News item on 17 October 2014.   Another news item on 5 December 2014 reminded clients about the survey. Both      News items were sent to all Revenue Office websitesubscribers.

The survey was also advertised on the:
Timetotalkwebsiteathttp://www.timetotalk.act.gov.au;     and
ACTGovernmentportal asa hot topic athttp://www.act.gov.au.

There were 75 online responses and 20 hardcopy responses for 2014 compared to 65 online and 7 hardcopy for the 2013 survey.

Customer service - levelofsatisfaction
Customer Service	Satisfied  orverysatisfied	
	2013	2014	change	
Service quality	69%	75%	6%	
Accessibilityofservices	77%	70%	7%	
Service time in relation to service standards	76%	73%	3%	
Fairnessoftreatment	77%	78%	1%	
Information and advice is complete	74%	73%	1%	
Information and advice is reliable	82%	74%	8%	
Informationandadvice is consistent	74%	71%	3%	
Information and advice is clear	78%	69%	9%	
Staffknowledgeandcompetency	79%	77%	2%	
Staff helpfulness	84%	80%	4%	
Information and advice fulfilled your needs	78%	70%	8%	
Accountability and transparencyofdecision making	71%	74%	3%	

Website - level ofsatisfaction
Website	Agreeor stronglyagree	
	2013	2014	change	
Most web pages use plain English and are easy to understand	88%	85%	3%	
For most web pages the language used is suitable (e.g. the reading level is easy to understand)	92%	85%	7%	
Thedetailed and technical information provided in circulars is suitable for your needs	85%	75%	10%	
Revenue Office forms are easy to understand and use	79%	75%	4%	
The ratespostal address update form is useful	87%	86%	1%	
The calculators provideestimates of amounts payable. The calculators are useful	93%	88%	5%	
Navigation on the site is simple and easy to use	74%	75%	1%	
The site map is simple and easy to use	75%	75%	0%	
The search functions for news and circulars are useful	85%	69%	16%	
Thesubscription service is useful	85%	82%	3%	

POBox 293, Civic Square ACT 2608 | phone: 6207 0076 | www.revenue.act.gov.au
Entranceon LondonCircuit, Canberra Nara Centre,
CnrLondon Circuit& Constitution Avenue, CANBERRA CITY

Customer service – level of satisfaction charts

 	

 	

 	

 	

 	

Website - level of satisfaction