OSR Customer Satisfaction Survey - Revenue NSW About the Survey and Report ... Customer satisfaction ... The OSR Customer Satisfaction Survey was open to all visitors of the OSR and

OSR Customer Satisfaction Survey November 2015

Prepared by: Analytics and Business Strategy

Management Services

Customers Satisfaction Survey |November 2015 | OSR Summary Page 2 of 27

Contents

Executive Summary ................................................................................................................... 3

The survey ................................................................................................................................................. 3

Key findings ............................................................................................................................................... 3

Key focus areas for OSR ........................................................................................................................ 3

How OSR performed overall ................................................................................................................... 4

Customer Feedback ................................................................................................................................. 4

About the Survey and Report .................................................................................................... 5

Development approach ........................................................................................................................... 5

Survey delivery ......................................................................................................................................... 5

Survey methodology ................................................................................................................................ 5

How to read this report .............................................................................................................. 6

Analysis ...................................................................................................................................................... 6

Statistical Confidence .............................................................................................................................. 6

Benchmarking results .............................................................................................................................. 6

Rounding ................................................................................................................................................... 6

Our Customers ........................................................................................................................... 7

Survey respondents ................................................................................................................................. 7

Who are our customers? ......................................................................................................................... 7

Key words from our customers ................................................................................................ 8

Overall customer satisfaction was 84%.................................................................................... 8

Satisfaction by business type ................................................................................................... 9

Satisfaction by customer type ................................................................................................ 10

Fines and Debt customers .................................................................................................................... 10

Tax and Grants ....................................................................................................................................... 11

Business customers ............................................................................................................................... 11

Key findings ............................................................................................................................. 12

Customer satisfaction – Correlation between responses ..................................................... 16

Customer satisfaction – Comparison from April 2015 to November 2015 ........................... 17

Making it easy for our customers to pay ................................................................................ 18

Communicating effectively with our customers .................................................................... 19

Do our customers find OSR services easy to use? ............................................................... 20

Customer Feedback ................................................................................................................. 23

Appendix................................................................................................................................... 26


Customer Satisfaction Survey – November 2015

Executive Summary

The survey Between 3 November and 24 November 2015, 5,275 customers visiting the OSR and SDRO websites completed the OSR Customer Satisfaction Survey, comprised of ten multiple choice questions and two open-ended questions. The survey aligns to recommendations from the Boston Consulting Group (BCG) and guidance from ARTD consulting, and provides a baseline for measuring progress against OSR’s Strategic Plan, OSR 2021.

The purpose of this survey is to assess the satisfaction of Tax, Grants, Fines and Debt customers with our services and obtain qualitative feedback for improvement. As part of OSR’s planning process, the Customer Satisfaction Survey will be conducted quarterly to incorporate customer feedback as input into business unit planning and organisational decision-making.

Key findings Overall, 84% of respondents were ‘generally satisfied with the services OSR provides’.

Respondents were most positive about:

OSR’s payment methods (91%) The professionalism of OSR staff (88%) The knowledge of OSR staff (87%) OSR’s self-service options and online services (86%) Accessing the right information to do what they need (86%).

Respondents were least positive about:

OSR actively listening to them (79%) OSR providing tailored solutions (80%) OSR explaining reasons for their decisions (82%).

Key focus areas for OSR

OSR and SDRO Website: improve the user-friendliness and navigation of the websites. Service: listen to the customer, improve responsiveness to their needs and provide

tailored solutions. Information: maintain consistent and up to date information online, over the phone and in

person. Customer Experience: uphold first point resolution, making it easier for customers to do

business with us.


How OSR performed overall Graph 1: Customer satisfaction – detailed focus

Customer Feedback The image below displays words frequently used by respondents in their feedback. This covers responses such as ‘OSR staff have been very friendly and informative’, ‘customer service could definitely be improved’, ‘online services could be more user friendly’ and ‘easier access to a human on the phone’.

8 7 7 6 7 5 5 5 5 5 13 13 11 11 10 11 9 9 9 8 8 7

21 20 18 17 17 16 14 14 14 13 12 9

31 35 34 35 35 28 37 31 33 35 33 27

48 45 48 48 48 56 49 55 53 52 55 64

79 80 82 83 83 84 86 86 86 87 88 91

50

0

50

100

I find OSRactively listens to

me

I find OSRprovidessolutions

tailored to myneeds

OSR explains thereasons for their

decisions

OSR helps meget it right the

first time

I receiveconsistent

information fromOSR

My problems orqueries wereresolved in a

timely manner

I can access theright information

to do what Ineed

I can use OSR’s online services

to do what I need

I find OSR’s self-service options

suit me

I find OSR staffare

knowledgeable

I find OSR staffare professional

I find OSR’s payment

methods (e.g. Credit Card, Direct Debit, BPay) suit me


36 263

471

1666

86 101

651 364

251 183 139 9 27

205 149 125 123 107 46 58 118 97

About the Survey and Report

Development approach The survey has been enhanced since the last customer survey in April 2015 to ensure best practice is applied to improve survey response rates. This includes:

1. Incorporating recommendations from the Boston Consulting Group (BCG) on how best to capture customer satisfaction with OSR’s services and analyse responses in a meaningful way.

2. Guidance from ARTD Consulting on reframing and revising the existing question bank and applying the most effective Likert scale, where appropriate, to obtain meaningful responses.

In this report, we have incorporated quantitative and qualitative feedback and captured drivers of satisfaction and dissatisfaction to include a snapshot of customer pain points.

Survey delivery The OSR Customer Satisfaction Survey was open to all visitors of the OSR and SDRO website.

The survey was accessible through:

A notification box - at the top of the OSR and SDRO website, which appears on every page

A ‘pop-up’ box - when the user hovers over the exit button on the website via desktop. When opening the websites on a tablet or smart phone, the survey would pop-up after 30 seconds.

Email – prompt emails were sent to Payroll Tax customers.

The survey was also promoted on and accessible from the scrolling image box on the OSR and SDRO homepage.

Survey methodology 5,275 customers responded to the November 2015 OSR Customer Satisfaction Survey.

The high response rate and increased proportion of Payroll Tax respondents are due to the change in the survey methodology whereby approximately 30,000 emails were sent to Payroll Tax customers inviting them to complete the survey. The monthly Payroll Tax lodgement date also fell within the survey period, contributing to the increase.

Graph 2: Frequency of responses from 3 November to 24 November. 1666 respondents were from Payroll Tax


Other key changes to the survey approach are shown in the table below:

How to read this report

Analysis Most results are expressed in percentages and the per cent positive (%+ve) and negative (%-ve) score has been used to indicate the level of agreement and/or disagreement with each question or statement.

The positive percentages refer to the number of respondents who answered ‘Agree’ or ‘Mostly Agree’, while the negative percentages refer to the number of respondents who answered ‘Mostly Disagree’ and ‘Disagree’. The percentages are comprised of the total number of respondents who answered the question, excluding those who answered ‘Neutral’. Neutral responses have been factored out, but are available in the appendix.

Open-ended questions have been analysed and summarised at a high level in this report.

Statistical Confidence The survey methodology does not provide a random sample of OSR’s customer base, as respondents were required to visit the OSR and/or SDRO website during the survey period.

While the survey responses provide valuable insights into customer feedback as a source for business unit planning and organisational decision-making, the sample size is not sufficient to calculate a confidence level based on the response rate against a known population.

For these reasons, the results in this survey should not be extrapolated to represent the whole OSR customer base.

Benchmarking results Most questions in the survey align to questions in the previous survey conducted in April 2015. The primary benchmarking in this report will be a comparison with the April results.

Rounding Percentages have been rounded to whole numbers in this report.

April 2015 November 2015 Nine multiple choice questions and

two open-ended questions. Ten multiple choice questions and two

open-ended questions.

Tax customers were not asked to select a reason for visiting the website.

Tax and Fines customers were asked to select a reason for visiting the website.

Customer segments included in the set of questions.

Customer segments including individuals, business, commercial or intermediary were included in the questions. Business customers were asked of the size of their business for further segmentation and analysis.


Our Customers

Survey respondents

54% of respondents to the survey were from Payroll Tax. This is attributed to the monthly Payroll Tax lodgement falling within the survey period and the email campaign targeted at Payroll Tax customers which linked to the survey. 54 of the 396 (14%) respondents who answered ‘Other’ were visiting the OSR website for unclaimed monies.

Graph 3: Breakdown of visitors by business stream

Who are our customers? Survey respondents were asked to identify what type of customer they were to assist OSR with improving services to suit our customers’ needs. The majority of respondents for OSR were business customers (60%), followed by individual customers (28%). The majority of respondents who selected ‘other’ were either bookkeepers or payroll officers. Business customers were also asked to specify their business type. The majority of business customers were from medium businesses (54%), while 34% represented a small business and 12% a large business.

54%

19%

8%

5%

4%

4%

3%

Payroll Tax (n = 2870)

Penalty Notice (n = 1004)

Other (n = 396)

Grants & Benefits (n=244)

Duties (n = 192)

Land Tax (n = 200)

Enforcement Orders (n = 161)


4 12 16 25 59 84

50 0 50 100

Generally I am satisfied withthe services OSR provides.

Key words from our customers The word cloud below visually displays words frequently used by respondents in their feedback. Specific feedback included ‘Jobs Action Plan rebate is extremely difficult to follow’, ‘Make the payroll tax monthly lodgement easier to navigate’, ‘I want to be able to speak to someone on the phone about my Penalty Notice’ and ‘Increase characters allowed to explain review of Penalty Notices’.

Overall customer satisfaction was 84% 84% of all respondents were generally satisfied with the services OSR provides. This compares to 78% of all respondents who were satisfied in the April 2015 customer survey. This figure excludes ‘Neutral’ responses from the calculation. It is important to note that 678 of the 5,275 respondents were ‘Neutral’ regarding the services OSR provides.

Note: ‘Neutral’ responses were excluded.

The primary reason for the increase in overall customer satisfaction compared to the April 2015 survey is the proportion of respondents who are Payroll Tax customers. As noted above, 54% of all respondents were visiting the website for Payroll Tax, compared to only 35% in the previous survey. The high level of Payroll Tax customer satisfaction (96%) has raised overall customer satisfaction for OSR.


94% 85%

77% 77%

60% 71%

96% 84%

77% 77%

61% 54%

Payroll Tax Duties Land Tax Grants & Benefits Penalty Notices Enforcement Orders

Apr-2015

Nov-2015

Satisfaction by business type Payroll Tax respondents were the most satisfied (96%) with OSR’s services. This is consistent with previous Customer Satisfaction Survey s. Fines (60%) and Debt (54%) customers were the least satisfied with OSR’s services. It is important to note that due to the nature of the fines and debt business, it can be difficult for customers to differentiate their perception of the service they have received from the fine or debt they have incurred, affecting our ability to measure the true level of satisfaction customers have with fines and debt services.

Overall, customer satisfaction by stream remained fairly consistent with the previous customer survey conducted in April 2015, despite the 6 percentage point (pp) increase in overall customer satisfaction. This may be attributed to the large amount of Payroll Tax respondents.

The level of Enforcement Order customer satisfaction has dropped significantly from 71% in the April 2015, survey to 54% in the November 2015 survey (17 pp). This shows that almost half of Enforcement Order respondents to the survey are dissatisfied with OSR’s services.

Graph 4: breakdown of satisfaction between Tax, Debt, Fines and Grants respondents.

Note: 'Neutral’ responses were excluded.

Graph 5: Comparison of satisfaction between April and November 2015.

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Grants and Benefits

Duties

Payroll Tax


Satisfaction by customer type Business Customers were the most satisfied (96%) with OSR’s services compared to customer satisfaction among individuals which was only 59%. This is consistent with other survey results, indicating OSR are servicing their business customer needs well.

Graph 6: General satisfaction by customer type

Note: ‘Neutral’ responses were excluded. Respondents who selected ‘Other’ mainly consisted of bookkeepers and payroll officers.

Fines and Debt customers Customers visiting the website for a Penalty Notice or an Enforcement Order were asked to select a reason for visiting the website. Customers visiting the website to transfer the fine to another person were the most satisfied (78%) with OSR’s services, followed by customers requesting leniency (69%). The least satisfied customers were those who had visited the website to dispute a fine (31%).

Graph 7: Fines and Debt customers’ satisfaction by reason for visit to the OSR website

59%

75%

84%

92%

96%

Individual Customer (n=1,261)

Other (n=93)

Commercial Customer (n=32)

Intermediary Customer (n=421)

Business Customer (n=2,726)

31%

52%

59%

60%

61%

63%

69%

78%

Dispute my fine (n=87)

Other (n=85)

For more information (n=69)

Have my fine reviewed (n=194)

Set up my payment plan (n=66)

Pay my fine (n=513)

Request leniency (n=64)

Transfer the fine to another person (n=44)


Tax and Grants Tax and Grants customers were also asked to select a reason for visiting the website. Customers visiting the website to make a payment were the most satisfied (96%) with OSR’s services, followed by customers visiting the website to obtain information and make a payment (95%).This high level of satisfaction indicates that OSR is providing payment methods to suit tax customer needs. The least satisfied customers were those who had visited the website solely to obtain information (89%). This is still an excellent result.

Graph 8: Tax and Grants customers’ satisfaction by reason for visit to the OSR website

Business customers Overall, business customers were the most satisfied with OSR’s services (96%).

According to the breakdown of size of OSR’s business customers, large business customers were the most satisfied (99%) with OSR’s services. As shown in the graph below, there is little difference between satisfaction of all business customers, indicating that OSR is servicing their business customer needs well.

Graph 9: Breakdown of business customers’ satisfaction


89%

92%

95%

96%

Obtain Information (n=975)

Other (n=379)

To obtain information and make apayment (n=1098)

Make a payment (n=1000)

94%

96%

99%

Small, 1-19 employees(n=1,002)

Medium, 20-199 employees (n=1,406)

Large, over 200 employees (n=314)


Key findings

Most positive response The most positive response from survey respondents was to the statement ‘I find OSR’s payment methods suit me’ (91%). Payroll Tax customers responded most positively to this statement (97%), while Penalty Notice (71%) and Enforcement Order (69%) customers were the only streams to score below 80% satisfaction with OSR’s payment methods.

One Payroll Tax respondent commented ‘I only use OSR for payroll tax monthly submissions and I find the website easy to use. I like the fact that I can submit it all online including payment, saving me time’ while one Penalty Notice respondent stated ‘Your services in terms of website and easy fine payment are excellent now’.

Survey respondents generally feel OSR staff are professional (88%) and knowledgeable (87%). This is consistent with the findings of previous Customer Satisfaction Survey s. Payroll Tax respondents predominantly agreed that OSR staff are professional and knowledgeable (96%).

Respondents provided complimentary feedback on OSR staff across all business streams.

This positive feedback demonstrates that staff are striving to deliver excellent customer service by making it easier for customers to do business with us. This is closely aligned to the Compliance and Customer Experience Pillars of OSR 2021.

Least positive response The least positive response was to the statement ‘I find OSR actively listens to me’ (79%), followed by ‘I find OSR provides solutions tailored to my needs’ (80%) and ‘OSR explains the reasons for their decisions’ (82%). Penalty Notice respondents were the least positive to all of these statements. Some examples of feedback are shown below.


A detailed analysis of our customers’ pain points The breakdown of satisfaction for the least positive responses also reveals that Enforcement Order and Land Tax customers also had low levels of satisfaction in response to these statements. Payroll Tax customers were the most satisfied when compared to other business streams.

Graphs 10, 11 and 12 shows a breakdown of satisfaction across the business streams.

Graph 10: Breakdown of satisfaction for ‘I find OSR actively listens to me’


Graph 11: Breakdown of satisfaction for ‘I find OSR provides solutions tailored to my needs’


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Land Tax

Grants and Benefits

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OSR

Payroll Tax

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Penalty Notice

Enforcement Order

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Land Tax

Duties

Grants and Benefits

OSR

Payroll Tax


Graph 12: Breakdown of satisfaction for ‘OSR explains the reasons for their decisions’


What do our customers feel OSR needs to improve on? Respondents were given the opportunity to provide qualitative feedback to improve OSR’s services. While the majority of the feedback was specific to each business stream, some common overall themes included:

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Penalty Notice

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Grants and Benefits

OSR

Duties

Payroll Tax

Improve staff professionalism Improve turnaround times for email communication Remove credit card surcharge fees Be clearer and more consistent when providing important

information.

Improve user-friendliness and navigation of the website, especially for first time users

Provide up to date information and make information more accessible.

Reduce phone waiting times Easier access to a human on the phone Answer phone queries in a timely and professional manner.


Customer satisfaction – a detailed focus Survey respondents were asked the extent to which they agreed to the following statements:

Graph 13: Customer satisfaction – detailed focus


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I find OSR actively listens to me

I find OSR provides solutions tailored to my needs

OSR explains the reasons for their decisions

OSR helps me get it right the first time

I receive consistent information from OSR

My problems or queries were resolved in a timelymanner

I can access the right information to do what Ineed

I can use OSR’s online services to do what I need

I find OSR’s self-service options suit me

I find OSR staff are knowledgeable

I find OSR staff are professional

I find OSR’s payment methods (e.g. Credit Card, Direct Debit, BPay) suit me


Customer satisfaction – Correlation between responses This section summarises the correlation between general satisfaction and the statements outlined in ‘Customer Satisfaction-Detailed Focus’ (p.15). It explores the relationship between a customer’s response to each individual statement and their general satisfaction with OSR’s services.

The graph below outlines the correlation coefficient from this analysis which ranges from -1 to 1, where -1 is a perfect negative relationship, 1 is a perfect positive relationship and 0 indicates that there is no relationship. A perfect positive relationship would indicate that if a customer agrees with a specific statement, they would also agree for overall satisfaction and if they disagree with statement they would also disagree to overall satisfaction.

Graph 14: Correlation between responses

The highest correlation coefficient for OSR customers is for the statement ‘OSR helps me get it right the first time’ at 0.756. This demonstrates a strong positive relationship between general customer satisfaction and first point resolution, indicating that overall satisfaction is largely influenced by their satisfaction with first point resolution. The lowest correlation coefficient is for the statement ‘I find OSR’s payment methods suit me’ at 0.622. Interestingly, 91% of OSR customers indicated that they were satisfied with OSR’s payment methods. This indicates that while OSR customers are very satisfied with the available payment options, this is less likely to influence their overall satisfaction with OSR.

OSR customers have a higher correlation coefficient with statements such as ‘I can access the right information to do what I need’ (0.746), ‘My problems or queries were resolved in a timely manner’ (0.735) and ‘I can use OSR’s online services to do what I need’ (0.719). This indicates those customers’ abilities to resolve their matters quickly and independently has a stronger influence on their overall satisfaction. Statements such as ‘OSR explains reasons for their decisions’ (0.639), ‘I find OSR staff are knowledgeable’ (0.627) and ‘I find OSR staff are professional’ (0.625) had lower correlation coefficients, indicating OSR processes and interaction with customers are less likely to influence overall satisfaction.

0.622

0.625

0.627

0.639

0.647

0.681

0.683

0.703

0.719

0.735

0.746

0.756

0.500 0.600 0.700 0.800

I find OSR’s payment methods suit me

I find OSR staff are professional

I find OSR staff are knowledgeable

OSR explains the reasons for their decisions

I find OSR actively listens to me

I receive consistent information from OSR

I find OSR’s self-service options suit me

I find OSR provides solutions tailored to my needs

I can use OSR’s online services to do what I need

My problems or queries were resolved in a timely…

I can access the right information to do what I need

OSR helps me get it right the first time


Customer satisfaction – Comparison from April 2015 to November 2015 The results in this section of the report show an increase in percentage points (pp) relating to customer satisfaction across the suite of questions1 when compared to the previous Customer Satisfaction Survey. Note: any variance of 5pp or less has been considered a neutral change in the graph.

There has been an increase in pp for all of the statements except ‘I find OSR staff are professional’, which remained constant.

The largest increases were for:

‘My problems or queries were resolved in a timely manner’ (up 12pp) ‘I find OSR provides solutions tailored to my needs’ (up 10pp) ‘I find OSR actively listens to me’ (up 7pp)

Graph 15: Customer satisfaction – comparison from April to November 2015

1 One new question has been added to the November 2015 Customer Satisfaction Survey – ‘OSR helps me get it right the first time’ (84%). This has not been included in the graph.

72% 70% 74%

81%

72%

80% 81% 80% 85% 88% 89%

79% 80% 82% 83% 84% 86% 86% 86% 87% 88% 91%

0%

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I find OSRactively listens

to me

I find OSRprovidessolutions

tailored to myneeds

OSR explainsthe reasons fortheir decisions

I receiveconsistent

informationfrom OSR

My problemsor queries

were resolvedin a timely

manner

I can access theright

information todo what I need

I can use OSR’s online services

to do what I need

I find OSR’s self-service

options suit me

I find OSR staffare

knowledgeable

I find OSR staffare

professional

I find OSR’s payment

methods (e.g. Credit Card, Direct Debit, BPay) suit me

Apr-2015 Nov-2015


Making it easy for our customers to pay 91% of survey respondents agreed that OSR’s current payment methods suited them. This was the highest satisfaction result for all of the statements and aligns with the Compliance and Customer Experience Pillars of OSR 2021. Payments by BPay (87%) were identified as the most preferred payment method. Direct debit and cards (75%) were also seen as preferable methods. The online payment methods that were least preferred by respondents were mobile wallets (12%) and new currencies (6%), neither of which are currently offered by OSR. It is interesting to note that Grants and Benefits respondents were the most receptive to using mobile wallets (29%) and new currencies (22%) compared to all the business streams.

Graph 16: Preferred payment methods

I would prefer to pay online through:

Qualitative feedback common across all business streams included:

Remove fees for paying by credit card Allow payment by American Express Providing BPay as an option to more services.

One respondent mentioned ’Remove the credit card fee and add additional payment options for online’, while another respondent commented ‘payment codes for monthly payers are advised in advance on a separate document. SRO gives it to you when you produce the monthly report. It would be MUCH easier if the eft/bpay code was on the relevant month & would avoid errors’.

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New currencies(e.g. BitCoin)

Mobile Wallets(e.g. iPay, Google Wallet)

PayPal

Credit/Debit Card

Direct Debit

Bpay


Communicating effectively with our customers The OSR Customer Satisfaction Survey included questions to understand communication channels preferred by our customers. This is strongly aligned to the OSR Customer Experience Pillar.

Preferred methods of communicating with OSR Communication through laptop and/or desktop computer (95%) and email (89%) were the most preferred methods for survey respondents. This is consistent across all business streams and shows that survey respondents prefer digital methods of communicating over traditional channels of phone (83%) and mail (56%). It is important to note that Enforcement Order and Land Tax customers preferred phone as one of their top methods of communication. Respondents preferred using a mobile website (46%) over a mobile application (36%), suggesting that customers prefer websites to be more mobile friendly over downloading a mobile application. Social media for OSR received the lowest preference as a method of communication (16%) and this is common across all business streams. It is interesting to note that Grants and Benefits respondents were the most receptive to communicating with OSR using social media, with a positive response of 50%.

We DO want to communicate with you using…

We DO NOT really want to communicate with you using…

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95% of respondents want to communicate with OSR using laptops / desktops

16% of respondents want to communicate with OSR using social media

95%

89%

83%

56%

54%

46%

37%

16%

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myPenalty

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Do our customers find OSR services easy to use? Survey respondents were asked to provide feedback on the ease of use of the website, OSR’s phone service and myPenalty.

Graph 17: Ease of use of OSR’s services

I find the following OSR services easy to use:

Note: Note: ‘Neutral’ responses were excluded.

Website 87% of survey respondents agreed that the website was easy to use. This shows a 5pp increase in satisfaction since the previous survey and may be attributed to the increased proportion of Payroll Tax respondents. Payroll Tax respondents found the website the most easy to use (94%), while Enforcement Order respondents found it the least easy to use (60%).

Although 87% of respondents agreed that the website is easy to use, many provided feedback on areas for improvement. Qualitative feedback common across all business streams included:

Improve the navigation of the website to make it more user-friendly and intuitive to access the right information quicker. One respondent mentioned ‘Information on the website is confusing and hard to navigate.’

Improve the search functionality of the website. One respondent stated ‘‘make the website more user friendly. The search facility on the website is hopeless - take the ATO website search as an example on how to do it best’.

Reduce the clicks required to access the most used pages or online functions Focus on website ease of use for first time users.


Phone 81% of all respondents agreed that the phone service was easy to use. This is a significant improvement from the previous Customer Satisfaction Survey result of 72%. This may be accounted for by the large proportion of Payroll Tax respondents in this survey.

Payroll Tax respondents found the phone service the easiest to use (93%), while Penalty Notice respondents were the least satisfied with OSR’s phone service (58%).

A pervasive issue for respondents was their dissatisfaction with the automated phone service noting:

Inadequate automated phone options to suit respondent needs Difficulty navigating the IVR phone system to speak to a real person Lengthy exercise to even enter the queue to speak to a real person.

Respondents that classified themselves as a business or intermediary customer found the phone service and website easier to use than individual customers. This indicates that OSR is servicing their business and stakeholder customer needs well.


myPenalty Overall, 73% of respondents agreed that the myPenalty portal was easy to use.

Respondents provided feedback on areas to improve myPenalty:

Dissatisfaction with the 500 character limit allowed when submitting the reason for reviewing a penalty.

Frustration that the review submission would time out after a given period of inactivity. Customers noted that the original submission would be lost and the customer would need to re-do the review process. It was suggested that a save function would be helpful.

Difficulty uploading images and documents to myPenalty. Difficulty accessing the penalty, even with the correct penalty details.


‘I am very happy with the e-nomination system. Thanks for coming up with that it

cuts a lot of work especially looking for Witnesses where some of them are not

cooperative or available. At last common sense prevailed.’

‘The Payroll Tax Webinars are a great idea for new clients, as well as for a

refresher for existing clients. They have been very informative and the facilitators

have been very knowledgeable.’

‘I congratulate the staff who are always helpful and get it right the

first time.’

’Keep up the good work. It's great that you continue seek your client’s

feedback. Well done.’

‘Improve your online website; very disjointed; login at bottom

of page; hard to find.’

‘Payment within 7 days from end of month is too hard to comply with as employment

conditions become more complicated. It would be better

if it was 14 days to allow for payrolls to be fully completed.’

‘There is far too much emphasis for everything to be done electronically yet security,

privacy and confidentiality of individuals as well as corporate

is, maybe, second thought.’

‘You need to have consistency in your policy of allowing land clearances and if paying by instalments, clearances are

given while you meet payment time frames for your

instalments.’

‘Please have the BPAY details on the back of the parking fine

issued by the inspector. That way I can pay straight

away.’

‘More information about the grant for small business owners. The tax rebate from last year no one could really give me any information on

the subject.’

Customer Feedback

What we heard: a lot of positive feedback from Business Customers

What we heard: frustrations and suggestions for improvement


‘Overall pleased with phone service. My issue was resolved less

than 5 minutes after phoning customer service- bulk payment organised and payment plan set

up.’

‘Your telephone staff from what I remember are amazing - given

what they deal with the fact that they remain brilliant, friendly

people is commendable!’

‘I found the text message with the link so very helpful and convenient for paying anything outstanding!!

Excellent I loved it!’

‘Great that we have surveys like this so improvements can be made.’

‘I think the changes they have made to

the website are terrific, it is now easy to navigate to find what you are looking for.’

‘Too many different reference numbers with every letter sent can get very

confusing and also as far as I'm aware you need to wait till there is an

enforcement letter sent before you can set up a payment plan, which you are

then slapped with an extra $65.. this never used to happen!!’

‘My experience was a bit messy. I entered one wrong digit in the

Penalty notice and paid someone else's fine. This shouldn't be

allowed to happen; the portal should match ticket to registration

plate.’

‘The website is full of old out-dated information which for a

state service is very poor. Confusion causes chaos!!’

‘I wish the OSR website had something showing the process of when to pay

Stamp Duty. Hard to find FAQ links and information showing anything specific. Need a better way to navigate to links

for more info.’

‘Need access to actual customer service reps from time to time

when necessary, this needs to be made easier/simpler.’

‘To have an email confirmation when

documentations have been received.’

‘To be able to speak with the same person

each time.’

What we heard: a lot of positive feedback from Individual Customers



‘I have attended annual payroll tax seminars for many years now. The presenters are not only

knowledgeable but the delivery of what they say is also excellent. They speak at a good pace and

the microphones work well.

I also like the continuity of the presenters. Excellent annual service!’

‘Communication/responsiveness has improved greatly in recent years,

quite happy with my recent dealings with OSR.’

‘Overall the OSR makes positive efforts to fulfil its role as

administrator and penalty collector.’

‘The website is fairly well organised and information is relatively easy to find

without navigating across too many pages. The staff I have been in contact with over the phone are largely polite and try their

best to assist.’

‘Website is not user friendly. LPI website is so much better, easy

to navigate.’

‘I deal with a number of government departments and find OSR land tax particularly good to deal with,

however at times find it difficult to get a straight answer from payroll tax as they require us to provide

details of the tax payers, and our taxpayers do not always wish to disclose this information for fear of an

audit, which is always a painful experience even when all is correct. We have also had difficulty with some inexperienced auditors, requiring unnecessary

information, and arguing poor points.’

‘Assessments sent to Parramatta and Wollongong take too long. It will not be possible to pay all duties online as for example, at settlements cheques are always

used to pay the stamp duty.’

‘I would like monthly reminders emailed out for Payroll Tax lodgement, particularly when the 7th falls on a

weekend, it's just clears up the confusion as to when it's really due for payment and lodgement. Thank you for

your time.’

‘An office or kiosk in SYDNEY is really needed.’

What we heard: a lot of positive feedback from Intermediary Customers



Appendix

Question Available responses Answered Skipped

Customer profiling

I am visiting the website about:

A Penalty Notice An Enforcement Order Payroll Tax Land Tax Duties Grants and Benefits Other

5,067 208

I have visited the website to:

Pay my fine Have my fine reviewed Dispute my fine Transfer the fine to another person Set up my payment plan Request leniency For more information Other

1,122 4,153

I have visited the website to:

Obtain information Make a payment Obtain information and make a

payment Other

3,456 1,819

I have visited the website in my capacity as:

An Individual Customer A Business Customer A Commercial Customer (Councils,

University, Advocates etc) An Intermediary Customer

(Accountants, Solicitors, Conveyancers etc)

Other

4,533 742

Please specify your business type. Small (1-19) Medium (20-199) Large (over 200 employees)

2,722 2,553


Questions Agree and

Mostly Disagree

Neutral

Disagree and Mostly

Disagree

Skipped

Customer satisfaction detailed focus

Select the option that most closely matches your opinions (Agree, Mostly Agree, Neutral, Mostly Disagree, Disagree)

Generally I am satisfied with the services OSR provides. 3,855 678 742 0 Please state the extent to which you agree with the following statements: My problems or queries were resolved in a timely manner 2,621 894 501 1,259 OSR helps me get it right the first time 2,623 870 508 1,274 I can access the right information to do what I need 2,936 580 502 1,257 I receive consistent information from OSR 2,492 977 491 1,315 I find OSR staff are professional 2,327 1,265 319 1,364 I find OSR staff are knowledgeable 2,258 1,322 323 1,372 OSR explains the reasons for their decisions 1,927 1,519 434 1,395 I can use OSR’s online services to do what I need 3,032 515 455 1,273 I find OSR actively listens to me 1,719 1,710 452 1,394 I find OSR’s self-service options suit me 2,656 865 424 1,330 I find OSR’s payment methods (e.g. Credit Card, Direct Debit, BPay) suit me 2,921 734 306 1,314

I find OSR provides solutions tailored to my needs 2,025 1,369 517 1,364 I find the following OSR services easy to use. Website 3,084 405 474 1,312 myPenalty 877 2,171 322 1,905 Phone 1,492 1,663 343 1,777 My preferred methods for communicating with OSR are through: Laptop/Desktop 3,144 303 186 1,642 Tablet computer 718 1,210 610 2,737 Mobile website 572 1,274 663 2,766 Mobile application 417 1,298 726 2,834 Phone 1,679 882 345 2,369 Email 2,134 666 265 2,210 Social Media 191 1,184 1,016 2,884 Mail 822 1,039 649 2,765 I would prefer to pay online through: Bpay 2,187 516 323 2,249 Credit/Debit Card 1,433 719 487 2,636 PayPal 526 900 828 3,021 Mobile Wallets (e.g. iPay, Google Wallet) 141 970 1,080 3,084 Direct Debit 1,657 637 567 2,414 New currencies (e.g. BitCoin) 83 845 1,260 3,087 Open-ended Questions Where do you think OSR could improve? 1,293 3,982 Are there any other comments you would like to add? 751 4,524

Documents

OSR Customer Satisfaction Survey - Revenue NSW About the Survey and Report ... Customer satisfaction ... The OSR Customer Satisfaction Survey was open to all visitors of the OSR and