Guilin Lingui District State Tax Bureau - Service Satisfaction Study
Company overview
The Guilin Lingui District State Tax Bureau, established by the State Administration of Taxation as a local tax administration body, bears key responsibilities including tax collection, policy promotion, tax services, and tax enforcement within its jurisdiction. As tax reform progresses, the Lingui District State Tax Bureau has continuously strengthened its service-oriented approach, enhanced tax convenience, and strives to build a modern tax authority characterized by openness, transparency, and efficiency, providing high-quality and efficient tax services to local enterprises and taxpayers.
Research background
To implement the requirements of refined tax service management and improve taxpayer satisfaction, the higher-level tax authorities have decided to conduct a random inspection and evaluation of service quality across the city of Guilin. In response, the Lingui District State Tax Bureau, aiming to proactively address the inspection and gain a comprehensive understanding of taxpayers' genuine experiences, identified key service bottlenecks, and commissioned CEIDEA Research to carry out a special service satisfaction assessment project. The study aims to provide systematic feedback to drive continuous service improvement.
Research scope
In March 2017, CEIDEA Research was commissioned by the Guilin Lingui District State Tax Bureau to conduct a telephone survey of a representative sample of 5,000 managed taxpayers. The study aimed to deeply understand taxpayers' evaluations and feedback regarding service attitude, business efficiency, process guidance, window convenience, tax office environment, and the transparency of information disclosure during actual tax filing processes. The research specifically focused on collecting detailed reasons for taxpayer dissatisfaction and recommendations for service improvements, providing factual basis for identifying key pain points in service delivery.
Expected outcomes
Through this investigation, the study systematically identified differences in taxpayer satisfaction across various service stages and highlighted key areas of concern. It effectively summarized current shortcomings in tax services and proposed actionable optimization pathways. The research findings provide the Lingui District State Tax Bureau with scientific data support and reference for enhancing service quality, reengineering service processes, improving the overall tax filing experience, and strengthening taxpayer relationship management. These outcomes will contribute to the transformation of the tax authority from a 'management-oriented' to a 'service-oriented' modern institution.
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