In December, we told you about our ongoing tax agents voice of the customer (TAVOC) survey. We are pleased to share some of the key findings from the July-September 2024 quarter.
Survey highlights
High satisfaction rates: 89% of tax agents reported being satisfied with their experience with us, rating their satisfaction as very satisfied, satisfied, or somewhat satisfied. Satisfaction was commonly attributed to services in myIR and the positive relationships with account managers.
The survey also tracks satisfaction with 3 key areas:
- consistency of advice
- responsiveness to queries
- communications redirect instructions.
While results are generally positive, responsiveness is an area to improve, with only 70% of tax agents expressing satisfaction.
We have redeployed staff to focus on web messages, aiming to improve our responsiveness and overall service quality.
Account manager service review: the survey also included questions about the account manager service to help our ongoing review. We are pleased to note that most tax agents find engagement with account managers valuable.
We recently announced changes to the account manager service, which we will continue to deliver while prioritising efficiency and effectiveness.
We appreciate your continued participation in our survey and for the honest feedback you provide. We are committed to making ongoing improvements to enhance our service to you.