Thank you for your ongoing participation in the Tax Agents Voice of the Customer (TAVOC) survey. We’re pleased to share some of the key insights from the October-December 2024 quarter.
Survey highlights
Here are some highlights from the most recent survey.
Overall experience measures remain high
91% of tax agents reported being satisfied with their experience with us, rating their satisfaction as very satisfied, satisfied, or somewhat satisfied, a slight increase from 89% last quarter. Getting what you needed from us remained easy, with 94% rating the experience of your most recent interaction as very easy, easy, or somewhat easy.
Noticeable improvement in response times
You’ve told us that web message response times needed improvement. We shared with last quarter’s results that we redeployed staff to focus on web messages to improve our responsiveness and service quality. We are encouraged to see that your satisfaction with our responsiveness has started to improve and now sits at 73% (up from 70% in the Jun-Sep 2024 quarter). Many of you noted in your comments that your queries have been answered more promptly lately.
It is great to see this positive impact, and we will continue to build on these encouraging results by maintaining or improving web message response times.
Use of the account manager service
Over the past 6 months, our survey included targeted questions about the account manager service to better understand how you are using it. Findings have revealed the most common topics that account managers are contacted about. We will be using these insights to tailor our ongoing education initiatives for you.
We are committed to continuously enhancing our service for you. Your honest feedback is invaluable and helps us identify areas for improvement and assess the impact of any changes we make.