Shenzhen State Tax Bureau - Taxpayer Satisfaction Survey
Company overview
The Shenzhen State Tax Bureau, as a dispatched agency of the State Administration of Taxation, primarily undertakes the collection, administration, and service of national taxes. It serves as a key government department responsible for promoting Shenzhen's economic development and maintaining market order. The bureau consistently adheres to the principle of 'lawful taxation and high-quality services,' actively advancing the construction of a service-oriented tax administration, continuously optimizing the tax environment, and enhancing taxpayer satisfaction
Research background
As taxpayers' expectations for public service quality continue to rise, tax authorities face numerous challenges related to the standardization of service processes, rational allocation of resources, and diversification of service models. To comprehensively understand taxpayers' genuine experiences and identify weaknesses and gaps in tax services, the Shenzhen State Tax Bureau needs to conduct regular third-party satisfaction surveys. Based on data-driven insights, targeted improvement measures can be formulated to further promote harmonious relations between taxpayers and the tax authorities.
Research scope
From March to April 2012, CEIDEA Research was commissioned by the Shenzhen State Tax Bureau to conduct a comprehensive taxpayer satisfaction survey across the city. The study employed a combination of random on-site interviews at tax service halls and in-depth interviews with enterprises, covering multiple tax service outlets and businesses across various industries. The research focused on key dimensions including tax service efficiency, professionalism of service personnel, convenience of tax procedures, understanding of tax policies, and response speed to issues. It systematically evaluated taxpayers' overall satisfaction with state tax services, as well as their perceptions of specific service elements.
Expected outcomes
This survey will provide data-driven insights to help the Shenzhen State Tax Bureau identify shortcomings and bottlenecks in taxpayer services. It will support the optimization of service resource allocation and the development of differentiated service strategies. Through systematic data analysis and taxpayer feedback, the study will clarify the direction for excellence in service delivery, offering strategic recommendations to advance the construction of a service-oriented tax administration, improve taxpayer satisfaction and trust, and contribute to the establishment of a more efficient, transparent, and fair tax service system
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