Qingyuan City State Tax Bureau - Taxpayer Satisfaction Survey
Company overview
Qingyuan City State Tax Bureau is a local tax authority established by the State Administration of Taxation in Guangdong Province, responsible for the comprehensive collection and administration of various taxes within Qingyuan City's jurisdiction. For many years, the Qingyuan City State Tax Bureau has placed great emphasis on the construction of taxpayer service systems, continuously optimizing service processes and strengthening window management, and actively promoting the development of 'Sunshine Taxation' and 'Civilized Services.' To enhance service efficiency and improve taxpayer satisfaction, the Qingyuan City State Tax Bureau designated 2011 as the 'Year of Target Management and Assessment,' focusing on policy implementation and service quality as key priorities, and comprehensively advancing service standardization, professionalization, and informatization
Research background
In the context of advancing tax system reforms and elevating service standards, taxpayers have expressed higher expectations regarding the simplicity of tax procedures, the professionalism of service personnel, and their overall service experience. To accurately understand the current status of grassroots taxpayer services and capture genuine taxpayer feedback, the Qingyuan City State Tax Bureau intends to conduct an independent third-party research study on satisfaction levels. This study aims to systematically identify existing issues within the service system, enhance service standardization, and provide data-driven support for the implementation of policies, serving as an objective basis for the annual comprehensive performance assessment.
Research scope
From August to September 2011, CEIDEA Research was commissioned by the Qingyuan City State Tax Bureau to conduct an integrated survey on 'Taxpayer Service Satisfaction.' The study adopted a dual-track approach: on one hand, through random sampling, telephone interviews were conducted with taxpayers across all tax service halls to systematically assess their satisfaction with policy consultations, business processing, service attitudes, waiting times, and issue reporting; on the other hand, professional researchers conducted undercover visits to tax service halls, simulating the experience of a taxpayer to evaluate the quality of service at counters, the execution of procedures, and the level of policy implementation. The research sample covered key tax service windows across Qingyuan City's counties and districts, ensuring both breadth and accuracy of the data.
Expected outcomes
Through this satisfaction survey, the Qingyuan City State Tax Bureau will gain a comprehensive understanding of taxpayers' actual experiences and opinions during the tax filing process, clearly identifying pain points and evolving expectations in service delivery. The findings will not only provide a solid basis for refining service procedures and strengthening window service discipline, but also offer quantitative support for the bureau's annual performance evaluation of taxpayer services. The ultimate goal is to drive continuous improvement in service standards and enhance the overall quality of the service workforce, fully realizing the institutionalization, standardization, and efficiency of taxpayer service operations.
Scan to add our research consultant