Call Centre Satisfaction Survey (July 2013- June 2014) · The Call Centre Satisfaction survey first...

Level 8, 171 Latrobe Street ORC International Proprietary and Confidential Melbourne Vic 3000 Australia This document contains confidential and proprietary information ABN: 39 126 100 276 for the ATO. No disclosure, duplication or ACN: 126 100 276 use of any portion of the contents of these materials, for any www.ORCInternational.com purpose, may be made without prior consent of ORC International

Call Centre Satisfaction Survey

(July 2013- June 2014)

Annual Report

Prepared for:

ATO

Prepared by:

Craig Young, Shannon Coughlin

Phone: +61 3 9935 5700

Email: [email protected] [email protected]

ORC International Ref: 13167.REP

October 2014

http://www.orcinternational.com/

mailto:[email protected]

ORC International Proprietary and Confidential 2

Contents

Page

Executive Summary 3

1 Introduction 5

2 Research Objectives 6

3 Methodology 7

4 Key Findings – Satisfaction 12

5 Key Findings – Connections Performance 23

6 Key Findings – Call Back Service 28

7 Key Findings – Service Representative Performance 31

8 Key Findings – Awareness and Usage of ATO website 40

9 Appendix A: Key Findings in Tabular Format 45

10 Appendix B: Questionnaire 54


Executive Summary

Perceptions of and satisfaction with ATO call centre performance are very favourable across all

Infolines (91% of respondents were very satisfied or satisfied in terms of the call overall and 86% felt

the call met or exceeded their expectations). As such, it is not surprising that the ATO call centre

compares very favourably with other call centres (just 8% believed that other call centres performed

better than the ATO, and most found dealing with the ATO ‘easy’, 66%).

Positively, the efforts that the ATO has made since 2012/13 to improve the relevance of menu options

to client enquiries has been noticed. More than half of all clients claimed the relevance of menu

options to their enquiry either met or exceeded expectations (57% up from 49% in 2012/13).

In 2013/14 the ATO has been focused on first call resolution. However, this has not yet made an

impact on the results which are almost identical to 2012/13. In 2013/14 almost 8 in 10 clients (78%)

had their query resolved the first time they called, while 20% of all clients did not (78% and 19%

respectively in 2012/13).

All aspects of service representative performance are well received, particularly the service

representatives’ performance and the information they provide. Furthermore, performance in this

regard differs very little by Infoline used or by time of year. This suggests a level of consistency in the

service provided. Analysis of open ended comments from call centre customers reveal that the

service representatives’ helpfulness and manner/empathy are the predominant reasons given for the

high levels of satisfaction.

Additionally, significant improvements since last year in the extent to which client expectations are

being met or exceeded by the ATO call centre are evident in: the total time taken to resolve the query,

the time taken to reach a service representative, the relevance of menu items, and perceptions of the

service representatives’ performance in terms of ability to clearly explain things, knowledge of

previous interactions with the ATO. Such improvements are impressive on the back of already high

service standards and reflect well on improvement initiatives taken to date.

The aspect of service which had improved significantly over the past year was the ‘ability to clearly

explain things’ (from 87% met or exceeded expectations, in 2012/13 to 89% in 2013/14).

Improvement in the ‘ability to resolve the issue on their own without having to consult their supervisor

or manager’ was not significant overall (80% in 2012/13 compared with 83% in 2013/14), but

significant improvement was evident for the Debt Infoline (from 73% in 2012/13 to 83% in 2013/14).

Certain aspects of the representatives’ service provided suggest some room for improvement, even

though the majority of clients still believed these aspects of service either met or exceeded their

expectations. Such examples include the ability of the service representative to resolve the issue

without having to consult their supervisor or manager (7% needing some or a lot of improvement) and

the service representative’s knowledge about the issues relating to clients’ queries (6%).

Regarding information provision, over 8 in 10 clients believed the information provided met or

exceeded their expectations (87%). Since 2012/13 the ATO has improved its ability to exceed the

expectations of call centre customers in relation to the information it provides (from 34% in 2012/13 to

41% in 2013/14, however the combined met/exceeded result is similar to the 86% in 2012/13).



It should be noted that results for July 2013 and December 2013 are generally less favourable than

other months of the year, across a number of issues. The main factors that appear to affect these

results are wait times, the time to resolve enquiries, it not being easy to access information and

services, and it generally being harder to deal with the ATO than expected. This could suggest that

there may not have been enough resources initially allocated to cope with the tax time peak

particularly for the Individuals Infoline in July, and potentially when staff takes annual leave in the

summer months from December.

There may also be opportunity for the ATO to improve its performance regarding advising clients of

status or delays, making it easier for clients to access the information and services required, and

being focused on reducing the time taken across the process.

Apart from employing more service representatives particularly for the traditionally busy periods,

which may not be practical, there are a couple of suggestions which could be pursued to help address

this issue of improving the time taken to reach a service representative:

Examine the possibility for targeted training on first call resolution: While satisfaction

with this issue remains quite high, further improvements in this area would likely have a

beneficial impact on call wait times.

Reduce the demand/pressure on the call centres by continued improvement to and

promotion of the capabilities of the ATO website: There is scope to increase usage of

the website. The reasons given for not using it were a preference to deal with a person and

a feeling that the website could not answer their query due to the nature or complexity of it.

The ATO, therefore, needs to continue to communicate the capabilities of the website to

answer even the more complex queries. There was also evidence that some tried to use the

website to answer a query but couldn’t find the information they were after. Therefore, some

redesigning of the website to improve search functionality may also help.

Ensure relevant message are provided when callers are on hold, including referral to

the website if this does not already occur.



1 Introduction

In the 2013-14 year ATO call centres handled approximately 10.5 million telephone enquiries. Given

that call centres contribute to the public face of the ATO, it is vital that this channel provides the best

possible access and service to taxpayers who choose this method of communication.

The ATO is aiming for continuous improvement of its call centres and to support this, a range of

initiatives have been implemented including:

A review of the ATO wide scripting and reference tool to ensure best practice procedures

are used to create an efficient, concise and consistent delivery of information to customers.

A business model that is focused on increased first point resolution and providing channel

options for customers to choose how they want to interact with us. For example, self service

via internet, telephone or interactive voice recognition (IVR). This year, the ATO has

increased online services functionality, and introduced a mobile app to also support

customers.

The Call Centre Satisfaction survey first commenced in September 2005 and further waves were

conducted in April 2006, March 2007 and December 2007.

However, while the initial waves of the research were conducted on a once-off annual or biannual

basis (as in 2007), this level of frequency did not allow the ATO to respond to any identified

performance issues in a timely manner. Therefore, a monthly survey cycle was piloted in December

2008 and January 2009. Based on the success of this approach the ATO implemented this on-going

monthly survey until June 2014. This is the final annual report.



2 Research Objectives

The overall aim of the Call Centre Satisfaction Survey is to continually track key service measures on

a monthly basis. The ATO wishes to ascertain clients’ levels of satisfaction in regards to the call

experience, the ATO staff they dealt with, the information provided and the overall outcome.

Specifically, the research seeks to measure client satisfaction in terms of:

the quality of information and advice provided by ATO call centre service representatives;

the helpfulness and professionalism of ATO call centre service representatives;

how the client query was handled (including how well it was escalated to another operator, if

relevant);

the outcomes achieved (e.g. whether the query was adequately addressed and the

confidence in the information and advice provided);

whether the call wait time was acceptable;

satisfaction with the ATO call centres compared to call centres in other government

agencies and private sector organisations; and

usage of the ATO website.

The areas above are further considered amongst clients of the following four key ATO Infolines:

Individuals;

Business;

Superannuation; and

Debt.

The research results are used to guide continual call centre process improvements and ultimately

improve the client experience.



3 Methodology

3.1 Method

Interviewing for the Call Centre Satisfaction survey is conducted using Computer Assisted Telephone

Interviewing (CATI).

3.2 Questionnaire

The questionnaire for this survey was adapted from the version employed in the previous annual,

biannual and monthly waves of the research. It predominantly contains questions/statements to be

rated using the following scale:

Exceeded expectations

Met expectations

Was of a tolerable standard

Needs some improvement

Needs a lot of improvement

In this report it has been assumed that a rating of “met expectations” equates to a satisfied customer.

The questionnaire was developed through close consultation between the ATO and ORC

International.

The average time to complete the survey was 12 minutes. A copy of the questionnaire can be found

in Appendix B.



3.3 Monthly Schedule

Each month sample collection takes place during the first two weeks of the month. Survey fieldwork

takes place during the third week of every month and survey results are available in the fourth week

of the month.

Table 1 highlights this standard monthly survey schedule:

Table 1: Monthly Survey Schedule

Monthly

Conduct of Fieldwork

Each month

(approx. timings)

Sample Collection by ATO Week 1-2

Monthly Fieldwork Week 3

Monthly

Reporting

Each month

(approx. timings)

Online Tool Data Upload End of Week 4

3.4 Sample & Sampling Methodology

The target clients for the research are those who have contacted one of four ATO call centre Infolines

within the sample collection period. The four key Infolines are:

Individuals;

Business;

Superannuation; and

Debt.

Each month 400 interviews are conducted - 100 for each of the four Infolines.

The need to analyse the results by each of the four Infolines led to the current disproportionate

sample design. This means the smaller volume Infolines such as Superannuation and Debt are

purposely oversampled to generate larger sample sizes for these Infolines to enable them to be

analysed separately.

Each month the ATO provides ORC International with details of approximately 300 to 600 randomly

selected contacts for each of the four Infolines (approximately 2,000 in total). ORC International then

interviews 100 contacts from each of the four Infolines each month (400 in total).



To demonstrate, Table 2 shows the actual call volumes to each Infoline, the sample provided to ORC

International and the number of interviews achieved for January 2014:

Table 2: Example of Sample Information (January 2014)

Volume ATO Sample Provided

Interviews

Infoline 2-8 Jan'14 Achieved

n % n % n %

Individual 61,644 59% 277 28% 100 25%

Business 26,028 25% 239 24% 100 25%

Debt 10,616 10% 269 27% 100 25%

Superannuation 6,939 7% 211 21% 100 25%

Total 105,227 100% 996 100% 400 100%

Table 3 shows the sample sizes which would have been achieved in January 2014 if a proportional

approach had been used, compared with what was actually achieved using the current disproportional

approach. The associated maximum margins of error for each of the sample sizes are also shown

below.

Table 3: Margins of Error for Proportional v Disproportional Sampling

Proportional Disproportional

Sampling Sampling

Infoline n

Margin of Error n

Margin of Error

+/-%^ +/-%^

Individual 236 +/-6.4% 100 +/-10%

Business 100 +/-9.8% 100 +/-10%

Debt 40 +/-15.5% 100 +/-10%

Superannuation 28 +/-18.5% 100 +/-10%

Total 400 +/-5% 400 +/-5%

^ Assuming 95% confidence level and survey estimate of 50%

Consider the Superannuation Infoline above, with only 7% of total calls in January 2014. This Infoline

would only have had 28 interviews (7% x 400) under proportional sampling, which would have had a

margin of error (^) of around +/-18.5%, which would have been too high for any meaningful

interpretation or analysis to be conducted. In contrast the allocation of 100 sample size to this group

reduced the maximum margin of error down to +/- 10%.



3.5 Weighting

When using a disproportional sampling approach, survey data needs to be weighted in order to make

findings representative at a total level i.e. among callers to all the ATO's Infolines combined. If

weighting is not used, the total findings will be biased towards those Infolines which have been over-

sampled (Superannuation and Debt) and biased against those which have been under-sampled

(Individual).

Each month the ATO provides the total number of calls received by each Infoline over the period used

to collect the sample. This information is then used by ORC International to weight the data

accordingly by Infoline and thereby correct for the disproportionality in the sampling.

3.6 Response Rates

Table 4 shows the call outcomes for all telephone numbers contacted and response rates achieved

based on all in-scope (eligible/qualified) sample. As shown in Table 4, an overall response rate of

56% was achieved amongst in-scope contacts, i.e. 56% of those who were contacted and were

eligible completed the interview. The response rate for each Infoline was very similar (ranging from

54%-63%).

Table 4: Annual Response Rate

Details Total Infoline

Individual Business Debt Superannuation

Sample Used 15,667 4,571 4,012 3,911 3,173

Out of Scope (incl. Invalid / Wrong numbers, Did not quality etc)

576 159 169 100 148

No Contact made (incl. Answer machine, no reply, engaged etc.,)

6,482 2,150 1,625 1,591 1,116

Total Contact Made (In Scope)

8,609 2,262 2,218 2,220 1,909

Refused 367 120 90 65 92

Appointments / Call Backs (beyond fieldwork period /not req’d)

3,420 936 921 951 612

Interviews Completed 4,855 1,213 1,220 1,214 1,208

Response Rate (as % of In Scope Contacts Made)

56% 54% 55% 55% 63%

The sample for the survey, as mentioned earlier, is provided by the ATO immediately prior to

fieldwork. The sample provided comprises clients who indicate that they would be willing to take part

in the research. Therefore, this would explain the low level of refusals and the particularly high

response rate achieved.



3.7 This Report

This report contains the annual findings for the Call Centre Satisfaction Survey for the 2013/14

financial year i.e. for the period July 2013 to June 2014.

This report looks at the aggregated data across all 12 months for each Infoline and also at a total level

across all four Infolines combined. Annual averages are derived by summing all responses for the

year (applying the appropriate weighting by Infoline) and dividing by the number of respondents

(weighted) for the year.

For certain questions, we also look at the data on a monthly basis - at an overall level and at an

Infoline level, depending on the extent of significant differences evident.

Significance testing was conducted using the effective sample sizes and a t-test at the 95%

significance level.

It should be noted that whilst differences may be statistically significant, this does not necessarily

mean that they are important, meaningful or significant differences in a real sense. Throughout this

report, only differences which are statistically significant and considered meaningful are referred to.

Statistical significance for this report means that we can be 95% confident that the underlying

population values are different. Also, in some cases differences may look statistically significant

(because other apparently similar differences are statistically significant) but will not be. This is most

likely due to the sample size not being large enough to determine that the observed differences are

statistically significant with the required level of confidence. In other words, observed differences

(irrespective of how large or small they might be) are generally not referred to if they are not

statistically significant.

For the questions using rating scales the significance testing is shown for the collapsed bottom two or

top two (i.e. nett) ratings, rather than all the individual point ratings.

Also, for any monthly analysis in this report, it should be noted that significance testing is conducted

for each month against the annual average (in order to identify the highs and lows throughout the

year), rather than against the preceding month.

It should be noted that throughout the report the proportion/percentages are rounded to the nearest

whole number. Furthermore, when unrounded proportions are added together then the resultant total

is also rounded. This would occur, for example, at statements which are rated using a scale i.e. when

the proportions that “Exceeded expectations” and “Met expectations” are combined. Therefore, in

places they may be +/-1% different to the simple addition of the two individual proportions due to this

rounding.

3.8 Caveat to the Findings

An important caveat to the findings contained in this report is that the method used to construct and

compile the sampling frame may lead to some bias in the results. The results of this survey will

contain any bias created by differences between the group of clients who agreed to be contacted for

this survey, and the group of clients declining the opportunity to participate in this survey. The

differences between these two groups are unknown and the extent of any such bias is also unknown.

However, as this has been the approach always taken when conducting this survey, time series

comparisons are valid.



4 Key Findings – Satisfaction

This section of the report looks at the findings in relation to overall client satisfaction with the call. It

examines whether the call met expectations and why/why not, overall satisfaction with that call and

how the ATO call centre compares to the call centres of other similar large organisations (i.e. are they

better, worse or the same).

4.1 Overall Satisfaction

Overall satisfaction with the call made to the ATO call centre was very positive across all four Infolines

used. As shown in Figure 1 below, for the period July 2013-June 2014, 9 in 10 (91%) reported that

they were either satisfied or very satisfied with the call, including over half who were very satisfied

(53%).

Again, satisfaction was very similar across the different Infolines. The increase in nett satisfaction

compared to last year (90%) was not significant.

Figure 1: Overall Satisfaction with Call by Infoline

Q18 And thinking about your most recent experience telephoning the Tax Office, how satisfied or dissatisfied were you with that call overall? Would you say you were….READ OUT



Overall satisfaction with the call did not differ greatly by month of the year. However, as shown in

Figure 2 below, January 2014 was significantly more favourable than the average for the year (95%),

while in August 2013 a significantly higher proportion were dissatisfied than the average for the year

(8%).

Figure 2: Overall Satisfaction with Call by Month

Q18 And thinking about your most recent experience telephoning the Tax Office, how satisfied or dissatisfied were you with that call overall? Would you say you were….READ OUT

In terms of significant differences in satisfaction with the call by month, during 2013/14 for any of the

four Infolines:

Debt Information and Superannuation Infoline clients were more likely to give a favourable

rating for overall satisfaction during November 2013 (97% very satisfied or satisfied and

95% respectively);

Individuals Infoline clients were more likely to give an unfavourable rating for overall

satisfaction during August 2013 (10% very dissatisfied or dissatisfied) but were more likely

than the average to be favourable in September 2013 (97% very satisfied or satisfied); and

Business Infoline clients were less likely to give a favourable rating for overall satisfaction

during July 2013 (86% very satisfied or satisfied).



4.2 Whether expectations were met

Overall, the ATO is doing a good job of meeting customer expectations, across all four Infolines used.

As shown in Figure 3 below, for the year July 2013-June 2014, over 8 in 10 respondents (86%)

reported that the call met or exceeded their expectations, including more than a third whose

expectations were exceeded (37%). The ATO’s performance in meeting customer expectations

regarding the call was similar across the four Infolines.

Figure 3: Overall Perception of Call by Infoline

Q2b Thinking about your experience with the most recent phone call how would you rate that call overall? Would you say it….READ OUT

As shown in Table 5 below, this result was similar to the previous 12 months (when 85% met or

exceeded expectations, including 34% whose expectations were exceeded).

Table 5: Overall Satisfaction with Call

Q2b Thinking about your experience with the most recent phone call how would you rate that call overall?

Overall Perception (Q2b)

Infoline TOTAL Individual Business Superannuation Debt

Base (n=) 2012/13

(n=4,828) 2013/14

(n=4,855) 2012/13

(n=1,205) 2013/14

(n=1,213) 2012/13

(n=1,212) 2013/14

(n=1,220) 2012/13

(n=1,204) 2013/14

(n=1,208) 2012/13

(n=1,207) 2013/14

(n=1,214)

Nett exceeded / met expectations

85% 86% 86% 86% 83% 87% 83% 83% 85% 86%


7% 6% 6% 6% 7% 6% 8% 8% 7% 7%

Nett Needs some / a lot of improvement

9% 8% 8% 8% 11% 7% 9% 9% 8% 7%

Base: All respondents.



The ATO’s performance in meeting customer expectations regarding the call was similar across each

month.

As shown in Figure 4 below, overall perceptions of the call did not differ greatly by month of the year.

However, in July 2013 expectations being exceeded or met was significantly lower than the annual

average. Despite this, 8 in 10 clients still had their expectations exceeded or met.

Figure 4: Overall Perception of Call by Month

Q2b Thinking about your experience with the most recent phone call how would you rate that call overall? Would you say it….READ OUT

Overall perceptions of the call did not differ greatly by month, during the year, for any of the four

Infolines. However, Superannuation Infoline clients rated their overall perception more negatively in

July 2013 and December 2013 (15% and 18% respectively, saying that some or a lot of improvement

was needed). Business Infoline clients were more inclined to rate their overall perception less

favourably in July 2013 (15% saying that some or a lot of improvement was needed). Debt Infoline

clients were more inclined to rate their overall perception less favourably in September 2013 (12%

saying that some or a lot of improvement was needed).

Feedback from the Call Centre Business Unit suggests that call volumes over 2013/14 were higher

than anticipated for the Superannuation Infoline.

In terms of the Debt Infoline, the ATO undertook staff training in September to increase the number of

staff able to take debt calls. While staff consolidate their training the time taken to resolve queries is

often longer, causing increased wait times.



4.2.1 Reasons for perception ratings

Respondents were asked to provide, in their own words, the reasons for their overall perception

ratings.

An examination of the verbatim responses given by those who rated the call as being in need of either

some or a lot of improvement in July 2013 (the month with the least favourable ratings) provides an

indication as to where improvements can be made to the service in order to optimise clients’

perceptions overall.

One of the reasons for the lower perception rating (in July 2013 in particular) included the time the

clients need to wait for their call to be answered:

“If I ring up and have to wait 20 minutes for someone to answer. I work so that's not

convenient.”

“When I did finally get through the boy was helpful and lovely but it was three weeks that I

tried to get through. It was not the wait time, it was the inability to get through.”

“I was on hold for close to an hour. Just being on hold for so long.”

“Because I spent nearly an hour on hold waiting to speak to someone. I give up after forty five

minutes most of the time, and I spent a week trying.”

However clients also had concerns around the menu system and the number of times that they

needed to be transferred, speaking to different service representatives rather than receiving first call

resolution.

“The amount of time I had to wait was too long and the telephone menu didn't have an option

with regard to what I was calling about, so I was going round in circles and spent forty five

minutes before I got through to someone. It would save a lot of time if you could explain to

someone why you are calling so that they could transfer you to the right department.”

“It was frustrating. It took 15 minutes to speak to the first person. The wait was too long. Got

transferred, then it took another 30 minutes. The recent call was also too long. But the person

that answered was helpful”

“The people were very polite, so it's not that. I was on the phone for an hour and a half and I

spoke to eight different people during that time, and I was transferred that many times.”

“The automated voice system is very confusing, too involved and too long. It took me three

calls to get to the right area, from when I went through the first option to the very end of the

call. It took too long. They hung up on me as they weren't able to transfer me, and they just

said they couldn't help me and that it was the wrong department, so I was frustrated by the

time I got to the right lady. It was a complicated way to get to a person, and I had to make a

complaint when I got to speak to someone in the end.”

“I say it needed improvement because of the consultant I spoke with. I had to be transferred

to another area, and things got lost along the way. I had trouble explaining things from one



person to another. I had an issue regarding credit, and one consultant could not fix it as they

couldn't look at the two pages and didn't have the authority.”

Despite the time spent waiting, there are indications that once they get through to the representative

the service provided is often very satisfactory:

“Once you're able to speak to the person then it’s okay. It was a bit frustrating to find the

correct contact number to call at the first place, then a correct person to speak to.”

Conversely, an examination of those whose expectations were exceeded in September 2013 (when

the ratings were at their most favourable) gives an indication of what is driving these more favourable

client experiences. It is clear that the main reasons included not only the empathy and knowledge of

the service representatives, but above all else the helpfulness of the representatives and their

willingness to go that bit further to assist the clients. This is similar to what was found in 2012/13 and

is exemplified by the following typical verbatim comments:

“She listened, was courteous, understood what I was saying, clarified it back to me and then

made suggestions on what could be done to fix the issue.”

“The person put me at ease and helped me out with my problem. It was done very quickly.”

“The lady was really friendly and helpful.”

“I probably had a perception that the ATO would not be particularly helpful, but I obviously

have to change my view.”

“I've made calls in the past when we were late with PAYG or BAS and they were nice to deal

with and sympathetic. They listened to what I had to say and bent over backwards to make

sure the arrangement I made with them suited me. Just decent, nice people.”

“I originally called and they were busy and called me back, and I think that was great. They

called back at the time they said they would, and the person was very helpful and pleasant to

deal with.”

“They were really helpful. I just think the lady was happy to go the extra mile to come up with

the solution.”

4.3 Perception of time taken to resolve query

Respondents who had their query resolved the first time they called (78%) were asked to rate the

overall time taken to resolve their query, once they first spoke with someone.

As shown in Figure 5, over eight in ten clients, whose query was resolved the first time they called,

had their expectations met or exceeded (45% and 39% respectively) in terms of the time taken to

resolve their query.

Respondents who said that the time taken to resolve their query exceeded or met their expectations

increased significantly compared with 2012/13 (from 82% to 84%). There was also significant

improvement on this measure for the Debt Infoline (from 80% in 2012/13 to 84% in 2013/14)



Figure 5: Perceptions of Time Taken to Resolve Query by Infoline

Q11b. Overall, how would rate the total time taken to resolve your query (from when you first spoke with someone). Would you say the time taken ….READ OUT

Perceptions of the time taken to resolve the query, amongst those whose query was resolved the first

time they called, did not differ greatly by month of the year. However, January 2014 was significantly

higher than the annual average (91% had their expectations met or exceeded). Furthermore, October

and December 2013 were significantly lower (77% and 79%) than the annual average. Despite this,

as shown in Figure 6, more than 3 in 4 clients had their expectations met or exceeded regarding the

time taken to resolve the query each month.



Figure 6: Perceptions of Time Taken to Resolve Query by Month

Q11b. Overall, how would rate the total time taken to resolve your query (from when you first spoke with someone). Would you say the time taken ….READ OUT

Perceptions of the time taken to resolve these queries did not differ greatly by month during the year,

for any of the four Infolines. However, Debt Infoline clients, whose query was resolved the first time

they called, rated the time taken more favourably in January and June 2014 (92% met or exceeded

expectations and 93% respectively).

Individual Infoline clients rated the time taken less favourably in October 2013 (71% had their

expectations met or exceeded). Likewise, Business Infoline clients rated the time taken less

favourably in November and December 2013 (74% and 70% had their expectations met or exceeded

respectively). Superannuation Infoline clients were more likely to rate the time taken in need of some

or a lot of improvement in September 2013 (14%).



4.4 Comparison with other large organisations

Clients were asked to compare the ATO call centre to the call centres of other large similar

organisations, which they may have contacted in the past 3 months (refer to question wording shown

below).

As might be expected, given the high rating on overall perceptions and satisfaction, the ATO call

centre compares very favourably with other types of organisations. As shown in Figure 7 below,

approximately half of all clients for the year (54%) claimed others were worse than the ATO, 3 in 10

reported they were about the same (30%), while just 8% believed the other organisations’ call centres

they contacted performed better than the ATO.

Figure 7: Comparison with ATO Call Centre by Infoline

Q17x. Now I'd like you to think about other large organisations, similar to the Tax Office, whose call centres you may have contacted in the last 3 months. These organisations might include other Government bodies, Banks, Insurance Companies, Health providers, Utilities or Airlines. So, thinking about these types of organisations call centres that you may have contacted in the last 3 months, how do you think they compare to the Tax Office? Would you say they were…READ OUT



These findings did not differ significantly to the previous 12 months, the results for which are shown in

Figure 8.

Figure 8: Comparison with ATO Call Centre by Infoline (2012/13)

Q17x. Now I'd like you to think about other large organisations, similar to the Tax Office, whose call centres you may have contacted in the last 3 months. These organisations might include other Government bodies, Banks, Insurance Companies, Health providers, Utilities or Airlines. So, thinking about these types of organisations call centres that you may have contacted in the last 3 months, how do you think they compare to the Tax Office? Would you say they were…READ OUT

The findings were very similar amongst clients from each of the four Infolines.

As shown in Figure 9, the comparisons with other call centres differed somewhat by month of the

year. Comparisons for the ATO in July and October 2013 were less favourable than the average for

the year (48% and 49%, respectively, rated other calls centres worse than the ATO in these months).



Figure 9: Comparison with ATO Call Centre by Month

Q17x. Now I'd like you to think about other large organisations, similar to the Tax Office, whose call centres you may have contacted in the last 3 months. These organisations might include other Government bodies, Banks, Insurance Companies, Health providers, Utilities or Airlines. So, thinking about these types of organisations call centres that you may have contacted in the last 3 months, how do you think they compare to the Tax Office? Would you say they were…….READ OUT

Comparisons with the ATO did not differ greatly by month during the year, for any of the four Infolines.

However, Superannuation Infoline clients were more likely to give a favourable rating in August 2013

(60% worse than the ATO) and less likely in September 2013 (37%).

Debt Infoline clients were more likely to give a favourable rating in February 2014 (63% worse) and

less so in May 2014 (42%).

Individual Infoline clients were more likely to give a favourable rating in September 2013 (65% worse)

and less so in October 2013 (45%).



5 Key Findings – Connections Performance

One of the main aspects of the client’s telephone experience is call connection, i.e. the ease of

reaching a service representative and the time taken to do so. This section of the report looks at the

findings in relation to the time taken to reach a service representative, as well as the relevance of the

menu options provided.

5.1 Time taken to reach a service representative

Perceptions of the time taken to reach a service representative were mixed. As shown in Figure 10,

just over one half of all clients for the year (57%) believed the time taken to reach the service

representative was what they expected or exceeded their expectations (36% and 21% respectively).

However 23% thought it was only tolerable and 19% thought it was in need of improvement ( 12%

some improvement; 7% a lot of improvement). While there is still room for further improvement, these

results do represent a statistically significant improvement from 2012/13 (when 50% of clients felt the

time taken to reach a service representative met or exceeded their expectations and 27% felt it need

improvement).

As shown, Debt Infoline clients were significantly more likely to be critical of the time taken, with one

quarter of these clients for the year believing it needed either some or a lot of improvement (25%).

Clients of this Infoline were also critical of time taken in 2012/13.

Figure 10: Perception of Time Taken To Reach a Service Representative by Infoline

Q4.6 Now I would like to read out some statements about your recent call. For each statement I read out I would like you to rate that aspect of the service. So how would you rate the time taken to reach a service representative…..READ OUT



Furthermore, perceptions of the time taken to reach a service representative differed significantly by

month of the year, both at an overall level and within the different Infolines, as shown in Figures 11

and 12.

Performance in 2013/14 across all Infolines was quite different to 2012/13, where we saw results

were significantly better in the first half of the financial year but then deteriorating sharply in the

second half. Month on month performance in 2013/14 was less dramatic. Figure 11 shows

perceptions of the time taken to reach a service representative were better in August 2013 (65%) and

June 2014 (64%).

The months where performance in this regard was most in need of improvement were July 2013 (26%

rated the time taken to reach a service representative as needing some or a lot of improvement) and

December 2013 (31%).

Figure 11: Perception of Time Taken To Reach a Service Representative - Total




Figure 12 shows that the trend for poor performance in July 2013 is related more to the Business,

Superannuation and Individual Infolines, while the result in December 2013 is driven by the Business,

Debt and Individual Infolines,

Figure 12: Perception of Time Taken To Reach a Service Representative (Nett Exceeded/Met

Expectations) – by Infoline


5.2 Relevance of Menu Options

Also in terms of connections performance, respondents were asked to rate the relevance of the menu

options to their enquiry.

As shown in Figure 13, more than half of all clients claimed the relevance of menu options to their

enquiry either met or exceeded expectations (57%) while 15% thought the relevance of menu options

needed improvement.

In relation to perceptions of the relevance of menu options, this has significantly improved from

2012/2013 (with favourable ratings increasing from 49% to 57% and tolerable ratings decreasing from

27% to 20%).



Figure 13: Relevance of Menu Options– by Infoline

Q4.7 Now I would like to read out some statements about your recent call. For each statement I read out I would like you to rate that aspect of the service. So how would you rate the relevance of the menu options to your enquiry ….READ OUT

As shown in Figure 14 the months where relevance of menu options was most favourable were

August 2013 and March 2014 (65% and 64% respectively). Interestingly these findings are identical to

the perception of time taken to reach a service representative in these same months. Further, the

pattern of the trend lines overall closely mirror each other (refer to Figure 11).



Figure 14: Relevance of Menu Options- Total

Q4.7 Now I would like to read out some statements about your recent call. For each statement I read out I would like you to rate that aspect of the service. So how would you rate the relevance of the menu options to your enquiry… READ OUT



6 Key Findings – Call Back Service

This section of the report looks at the findings in relation to the incidence of whether clients were

given the option of a call back from the ATO.

The ATO offers two types of call back service:

An auto call back service for callers when wait times are expected to exceed five minutes. The callers

place in the queue is held and they are automatically called back when they reach the head of the

queue.

A service representative may also offer a callback to callers with complex enquiries, where

consultation with another department or more senior colleague is required. These calls may take up to

48 hours

6.1 Call back service

Respondents were asked if they were offered the option of a call back from the ATO, whether they

accepted the offer of a call back, and how long it took the ATO to call back.

Figure 15 shows that across all Infolines, 53% of all clients received an offer for a call back – this

comprises of 21% of clients who accepted and received a call back from the ATO and 1% who

accepted but did not receive a call back and 31% who refused the offer of a call back.

Similar to 2012/13, Individual Infoline clients were less likely to have received an offer for an actual

call back than callers to the other Infolines (47% of Individual Infoline clients were offered a call back

in 2013/14 compared with 33% in 2012/13).



Figure 15: Offers, Acceptance and Receipt of Call back from ATO by Infoline

Q5c. Were you given the option to receive a call back from the Tax Office? Q5g. And did you accept that offer to receive a call back?

The overall incidence of offering call backs continued a significant upward trend (from 37% in 2011/12

increasing significantly to 47% in 2012/13, and increasing significantly again to 53% in 2013/14).

Amongst the clients who received a call back from the ATO, the majority (80%) only had to wait up to

two hours, with another 7% waiting between 2 and 24 hours. 4% of clients waited more than 24 hours,

including 1% who waited up to 48 hours and 3% who waited longer than 48 hours. Figure 16 shows

the results.

These results are not significantly different to last year.



Figure 16: Response Time for Call back from ATO

Q5e. How long did it take for the Tax Office to call you back to deal with your query READ OUT?



7 Key Findings – Service Representative Performance

This next section of the report examines the performance of the actual service representative who

dealt with the client’s query. If a client spoke with multiple service representatives they were asked to

rate the first representative they dealt with (as ideally this person should be skilled and knowledgeable

enough to resolve the query).

7.1 Overall quality of service provided when handling query

The service representative’s overall quality of service provided when handling the query was

extremely favourable and consistent across all Infolines. As shown in Figure 17, the service

representatives met or exceeded expectations in approximately 9 out of every 10 cases throughout

the year (91%), including 51% where expectations were exceeded and 40% where expectations were

met. This was a slight (but not significant) increase on exceeding expectations (51% compared with

47% in 2012/13).

There were no significant differences across the Infolines.

Figure 17: Overall Quality of Service When Handling Query by Infoline

Q7.10 So how would you rate the service representative’s overall quality of service provided when handling your query?

Furthermore, there were very few significant differences in this regard by month during the year, either

at an overall level or for most of the four Infolines, following a similar pattern to the previous year.



However, in 2013/14 Business Infoline clients were less favourable in July 2013 and December 2013

(86% and 84% respectively) compared with 92% average over the year.

7.2 Perceptions of the service provided by the service representative

Respondents were also asked to rate specific aspects of the service provided by the representative,

namely:

Friendliness;

Ability to clearly explain things;

Knowledge of previous interactions with the tax office;

Ability to understand needs or problems; and

Ability to resolve the issue on their own without having to consult their supervisor or

manager.

The results for the above aspects throughout the year are shown in Figure 18. In general, results

were either similar to 2012/13 or exhibited small (and in some cases statistically significant)

improvements.

Generally, all aspects of the service provided by the representatives continued to be rated well – each

by at least four in five of all clients throughout the year. The one seeming exception was ‘knowledge

of your previous interactions with the ATO’. This was due to a large proportion for whom this was not

applicable (28% not applicable, while a further 2% did not know), i.e. not every enquiry requires

knowledge of previous interactions. If the not applicable responses were excluded then approximately

77% of the remainder would also have had their expectations met or exceeded. Again the same

applied to the previous year. Positively, ‘knowledge of your previous interactions with the ATO’

significantly improved in 2013/14 compared with 2012/13 (52% up to 56% exceeded or met

expectations) and significant improvement was seen for the Individuals Infoline (from 49% in 2012/13

up to 54% in 2013/14).

As shown in Figure 18, the ‘overall quality of service provided’ met or exceeded expectations for 91%

of clients (similar to 90% in 2012/13) and only 4% felt there was a need for improvement (also 4% in

2012/13).

The ‘ability to clearly explain things’ improved significantly (from 87% met or exceeded expectations,

in 2012/13 to 89% in 2013/14). The improvement in the ‘ability to resolve the issue on their own

without having to consult their supervisor or manager’ was not significant overall (80% in 2012/13

compared with 83% in 2013/14), but the improvement on this aspect was significant for the Debt

Infoline (from 73% in 2012/13 to 83% in 2013/14). The ‘ability of the service representatives to

understand clients’ needs or problems’ also improved by a small but not significant degree over the

past year (from 89% expectations met or exceeded in 2012/13 to 90% this year).

The representatives’ friendliness was the aspect of their service rated most favourably (as it was the

previous year also). Expectations in this regards were either met or exceeded for 94% of clients,



including over six in ten (61% up significantly from 58% in 2012/13) whose expectations were

exceeded.

Certain aspects of the representatives’ service provided suggest some room for improvement, even

though the majority of clients still believed these aspects of service either met or exceeded their

expectations. For example, ‘the ability of the service representative to resolve the issue on their own

without having to consult their supervisor or manager’ (7% needing some or a lot of improvement,

similar to the 8% in 2012/13).

Figure 18: Perception of Service Representative -Total Infoline

Q7 Now thinking about the Tax Office SERVICE REPRESENTATIVE who dealt with your enquiry during your most recent call. For each statement I read out I would like you rate the service representative using the same rating scale as used earlier. [If you dealt with more than one representative during that last call please rate the FIRST representative you spoke with]. So how would you rate the service representative’s………READ OUT?

The findings in relation to all the above aspects of the representatives’ service show a somewhat

similar pattern every month and amongst the different Infolines. The only meaningful differences

evident were:-

Debt Infoline clients were more favourable regarding knowledge of previous interactions

(64% compared with 56% average overall); and

Business Infoline clients had higher levels of dissatisfaction with the service representatives

ability to resolve the issue on their own in July 2013 and December 2013 (14% and 16%

respectively compared with 7% overall), and were less favourable in terms of overall quality

of service in the same months (86% and 84% compared with 92% overall).



7.3 Overall quality of the information provided

The overall quality of the information provided by the service representative was very favourable

across all four Infolines.

As shown in Figure 19, over 8 in 10 clients (87%) reported that the information provided met (46%) or

exceeded (41%) their expectations. Perceptions were similar across the different Infolines.

Figure 19: Perceptions of the Overall Quality of Information Provided by Infoline

Q8 Thinking about the information you were given during this most recent call, how would you rate the following using the same rating scale as earlier. [If you dealt with more than one representative during that last call please rate the FIRST representative you spoke with] So how would you rate the information provided by the service representative in terms of overall quality …READ OUT?

Since 2012/13 the ATO has improved its ability to exceed the expectations of call centre customers in

relation to the information it provides (from 34% in 2012/13 to 41% in 2013/14).

The perceived overall quality of information provided met or exceeded expectations for 87% of

customers (similar to the 86% last year), with slight (but not significant) improvement noted by

Individual, Business, and Superannuation Infoline customers, as shown in Table 6 below.



Table 6: Perceptions of the Overall Quality of Information Provided by Infoline

Q8 Thinking about the information you were given during this most recent call, how would you rate the following using the same rating scale as earlier. [If you dealt with more than one representative during that last call please rate the FIRST representative you spoke with] So how would you rate the information provided by the service representative in terms of overall quality …READ OUT?

Perception of Information Provided in Terms of Overall Quality (Q8)


Base (n=) 2012/13 (n=4,828)

2013/14 (n=4,855)

2012/13 (n=1,205)

2013/14 (n=1,213)

2012/13 (n=1,212)

2013/14 (n=1,220)

2012/13 (n=1,204)

2013/14 (n=1,208)

2012/13 (n=1207)

2013/14 (n=1,214)

Nett Exceeded / met expectations

86% 87% 86% 87% 86% 89% 83% 85% 87% 87%


8% 6% 7% 6% 8% 5% 10% 8% 7% 8%

Nett Needs some / a lot of Improvement

5% 5% 5% 6% 5% 4% 6% 6% 5% 4%

Base: All respondents (July 2013-June 2014

Perceptions of the overall quality of information provided by the service representatives did not differ

greatly by month of the year. However, as shown in Figure 20 below, the low point again appears in

July 2013 (83% met or exceeded expectations compared with the annual average of 87%). Despite

this, the majority of clients had their expectations met or exceeded in this regard.

Figure 20: Perceptions of the Overall Quality of Information Provided by Month

Q8 Thinking about the information you were given during this most recent call, how would you rate the following using the same rating scale as earlier. So, not thinking about the service representative’s friendliness, helpfulness and so on, how would you rate just the information provided by the service representative in terms of overall quality?



Perception of the overall quality of information provided did not differ to a great degree by month

during 2013/14 for the Infolines. Superannuation Infoline clients were less favourable in July 2013

(77%), while Business Infoline clients were less favourable in December 2013 (80%). Debt Infoline

clients were more likely to be seeking improvement in October 2013 (9%).

7.4 First call resolution All Infoline clients were asked whether their query was resolved the first time they called about the

issue. It should be noted that first call resolution may not always be possible for a variety of reasons

related to the client’s specific query or ATO processes (for example client Proof of Record Ownership

requirements).

Nonetheless, as shown in Figure 21 almost 8 in 10 clients (78%) had their query resolved the first

time they called about the issue, while 20% of all clients did not have their query resolved on the first

call. This is virtually identical to the 2012/13 result.

Figure 21: First Call Resolution - Total Infolines

Q9a Thinking about the outcome of that recent call, was your enquiry/problem resolved the first time you called

about the issue?

Amongst the different Infolines, Superannuation Infoline clients were significantly less likely to have

had their problem resolved on the first call (69%).

The incidence of first call resolution did not differ greatly by month during 2013/14, however, March

2014 had a higher proportion of first call resolutions, with 83% of respondents who said their enquiry

or problem was resolved on the first call. This was driven by slightly (not significantly) higher

proportions of Individual, Superannuation and Business clients who reported having their problem

resolved on the first call.



7.5 Service Commitment

In 2013-14 the ATO introduced commitments to service to assure themselves and the community that

the services provided are of a consistent and high standard. Questions relating to these service

commitments were introduced into the survey for the first time this year.

All Infoline clients were asked how they found the experience the last time they had contact with the

ATO.

As shown in Figure 22 two in three clients (66%) found the experience to be ‘easy’, while 26% found it

to be ‘okay’ and 8% felt that it was ‘harder than it needed to be.’ There were no differences by

Infoline.

Figure 22: Service Commitment - Total Infolines

Q20 The last time you had contact with the ATO, how did you find the experience?



Figure 23: Experience – by Month

Q20 The last time you had contact with the ATO, how did you find the experience?

As shown in Figure 23, there were some differences by month, with July 2013 and December 2013

showing the least favourable results. Individuals Infoline clients were significantly more likely to find

the experience harder in July 2013 than average (13% compared with 7% over the 12 month period

for the Individuals Infoline). Debt Infoline clients were significantly more likely to find the experience

just ‘okay’ in December 2013 (39% compared with 30% over the 12 month period for the Debt

Infoline).

All respondents were asked how strongly they agreed or disagreed with eleven statements about the

service provided by the ATO during their most recent call with them. As shown in Figure 24, the

lowest rating was for ‘the ATO let me know of status or delays’ (70% strongly agreed or agreed) while

service was rated most favourably regarding ‘the ATO treated me respectfully and courteously’ (98%

strongly agreed or agreed).

Clients were most likely to disagree or strongly disagree with ‘the ATO made it easy for me to access

the information I needed’ (12% disagreed or strongly disagreed), ‘the time taken in my dealings with

the ATO was acceptable to me’ (11% disagreed or strongly disagreed) and ‘the ATO made it easy for

me to access the services I needed’ (10% disagreed or strongly disagreed). However, across each of

these service elements more than 8 in ten clients strongly agreed or agreed, which is a very good

result.

It is worth noting that in relation to the statement ‘if I provided feedback, the ATO would have been

responsive’, 15% said don’t know/not applicable.

Figure 24: Service Commitment - Total Infolines



Q21 I am now going to read out a series of statements about your contact with and the service provided by the ATO during your most recent call with them. For each statement, please tell me whether you ‘strongly agree’, ‘agree’, ‘disagree’ or ‘strongly disagree’.

In terms of significant differences by Infoline, Debt Infoline clients were more favourable regarding ‘the

ATO let me know of status or delays’ (78% strongly agree or agree). Noteworthy differences over the

year were: -

In July 2013 clients were more critical regarding ‘the ATO made it easy for me to access the

information I need’ (18% strongly disagreed or disagreed);

In December 2013 clients were more likely to disagree with ‘the ATO made it easy for me to

access the services I need’ (15% strongly disagreed or disagreed); and

In both July 2013 and December 2013 Infoline clients were more critical regarding ‘the time

taken in my dealings with the ATO were acceptable to me’ (17% and 16% strongly

disagreed or disagreed respectively).



8 Key Findings – Awareness and Usage of ATO website

This section of the report examines the use of the ATO website before calling, reasons for not

referring to the website prior to calling, reasons for calling after referring to the website, and service

representative promotion of the ATO website including online services and information.

8.1 Usage of the ATO website before calling

Just over four in 10 clients (44%) sought the answer to their query on the ATO website prior to logging

a call with the call centre. Individuals Infoline clients were more likely to have consulted the website

than the total (50% compared with 44%), while Debt Infoline clients were more likely to have not

consulted the website prior to calling (74% compared with 56% overall). Figure 25 shows the results

by Infoline.

Figure 25: Usage of the ATO Website before calling – Total Infolines

Q19 And before you called the ATO on this most recent occasion, did you go to their website to try and get answer to your query?



Consulting the website to try and answer the query did not differ greatly by month of the year.

However as shown in Figure 26 below occurrence of this was significantly higher in August 2013.

Figure 26: Usage of the ATO Website before calling, by Month

Q19 And before you called the ATO on this most recent occasion, did you go to their website to try and get answer to your query?

8.2 Reasons for not using the ATO website for most recent query

Callers to the ATO Infolines who had not looked at the ATO website first were asked for the main

reason why they had not done so. As shown in Table 7, one in five Infoline clients overall said that

their ‘query required personal/account specific information not available online’ (22%). This was

followed by 17% that said they ‘prefer to deal with a person for this particular query’.



Table 7: Reasons for Not Using ATO Website for Most Recent Query – Total Infolines

Q19 And before you called the ATO on this most recent occasion, did you go to their website to try and get answer to your query? {NO]

And what was the main reason why you did not go to their website first?

Infoline Total

(n=2,839)

Individual

(n=613)

Business

(n=682)

Debt

(n=649)

Superannuation

(n=895)

Query required personal / account specific information not available online

22% 17% 27% 17% 26%

Prefer to deal with a person for this particular query

17% 15% 17% 13% 23%

Don’t have access to the web / not a web user

12% 18% 6% 19% 5%

Prefer to deal with a person when dealing with organisations like the ATO

12% 12% 11% 10% 12%

Not computer literate 9% 8% 8% 19% 6%

In a hurry / phone quicker 8% 9% 7% 4% 7%

Didn’t think it would have the information I needed

7% 7% 8% 4% 7%

Query had more complex / difficult /multiple issues to resolve

5% 4% 6% 5% 6%

I tried using the ATO website in the past and couldn’t find the information I needed

3% 3% 3% 25 3%

Wasn’t aware of their website

1% 1% 2% 2% 1%

Forgot about the website 1% 2% 1% 1% 1%

Don’t trust the internet / security issues

1% 1% 0% 0% 1%

Had technical issues with the ATO website in the past

1% 1% 1% 0% 0%

I tried using the ATO website in the past and couldn’t understand the information

1% 1% 1% 0% 1%

Other 2% 1% 2% 1% 1%

Don’t Know 1% 1% 1% 1% 0%

Base: All respondents who did not go to website first (July 2013 – June 2014)

The reasons for not using the ATO website first prior to calling were not greatly different for each month or for each Infoline, with the exception that Superannuation customers were more likely to cite not being computer literate (19%), while Individuals Infoline clients were more likely to cite not having access to the web/not being a web-user (18%), and Business and Debt clients were less likely to mention this (6% and 5% respectively).



8.3 Reasons for calling the ATO after going to website for most

recent query

Callers to the ATO Infolines who had looked at the ATO website first were asked for the reasons why

they still called the ATO. As shown in Table 8, almost one in two Infoline clients overall said that they

‘couldn’t find the information’ (49%). This was followed by 27% that said their ‘specific query needed

personal contact’ and 16% ‘website could not answer my query and directed me to call them’.

Table 8: Reasons for Calling ATO after Going to ATO Website – Total Infolines

Q19 And before you called the ATO on this most recent occasion, did you go to their website to try and get answer to your query? [YES]

Q19b And why did you call the ATO after going to their website? What other reasons? Any other reasons?

Infoline Total

(n=2,001)

Individual

(n=598)

Business

(n=534)

Debt

(n=556)

Superannuation

(n=315)

Couldn’t find the information I was looking for

49% 49% 50% 48% 41%

Specific query / needed person contact

27% 26% 28% 22% 30%

Website could not answer my query and directed me to call them

16% 15% 17% 12% 20%

I wanted to make sure the information I found was correct

9% 10% 7% 12% 7%

I didn’t understand the information I found

8% 8% 9% 12% 10%

Had technical issues with the website

7% 6% 9% 10% 6%

The website was too slow 3% 3% 2% 3% 3%

Other 1% 2% 1% 2% 2%

Don’t Know / Can’t Say 0% 0% 0% 1% 0%

Base: All respondents who went to website first (July 2013 – June 2014)

The reasons for still calling the ATO Infolines after having referred to the website were not greatly different for each month or for each Infoline.

8.4 Service representative discussed ATO website

Almost one in two Infoline clients overall said that on their most recent experience telephoning the

ATO the service representative discussed the ATO’s website, including on-line services and

information (47%). Superannuation Infoline clients were more likely to have discussed this than the

total (57% compared with 47%). Figure 27 shows the results by Infoline.



Figure 27: Usage of the ATO Website before calling – Total Infolines

Q19c And on your most recent experience telephoning the ATO did the service representative discuss the ATO’s website, including their on-line services and information with you?

The results were not greatly different for each month or for each Infoline. However in June 2014 there

was a significant increase in the proportion of Infoline clients overall saying that the service

representative had discussed the ATO’s website (58%), predominantly by Superannuation (69%),

Individuals (64%) and Debt (59%) Infoline clients.



9 Appendix A: Key Findings in Tabular Format


The following outlines the key findings from the survey for the 2013/14 compared to the 2012/13 financial year.

Overall Satisfaction

Q2b Thinking about your experience with the most recent phone call how would you rate that call overall?

Overall Perception (Q2b)


Base (n=) 2012/13

(n=4,828) 2013/14

(n=4,855) 2012/13

(n=1,205) 2013/14

(n=1,213) 2012/13

(n=1,212) 2013/14

(n=1,220) 2012/13

(n=1,204) 2013/14

(n=1,208) 2012/13

(n=1,207) 2013/14

(n=1,214)


85% 86% 86% 86% 83% 87% 83% 83% 85% 86%


7% 6% 6% 6% 7% 6% 8% 8% 7% 7%


9% 8% 8% 8% 11% 7% 9% 9% 8% 7%


Q18 And thinking about your most recent experience telephoning the Tax Office, how satisfied or dissatisfied were you with that call overall?

Perception of Overall Satisfaction of the Most Recent Call to the ATO (Q18)


Base (n=) 2012/13

(n=4,828) 2013/14

(n=4,855) 2012/13

(n=1,205) 2013/14

(n=1,213) 2012/13

(n=1,212) 2013/14

(n=1,220) 2012/13

(n=1,204) 2013/14

(n=1,208) 2012/13

(n=1,207) 2013/14

(n=1,214)

Nett Satisfied / very satisfied

90% 91% 90% 91% 89% 92% 89% 89% 91% 92%

Neither satisfied nor dissatisfied

4% 4% 4% 4% 4% 4% 5% 5% 4% 4%

Nett Dissatisfied / very dissatisfied

6% 5% 5% 5% 7% 4% 6% 6% 5% 5%



Q11b. Overall, how would rate the total time taken to resolve your query (from when you first spoke with someone).

Time Taken to Resolve Query (Q11b)


Base (n=) 2012/13

(n=3,652) 2013/14

(n=3,690) 2012/13 (n=972)

2013/14 (n=941)

2012/13 (n=909)

2013/14 (n=941)

2012/13 (n=801)

2013/14 (n=837)

2012/13 (n=970)

2013/14 (n=971)


82% 84% 83% 86% 79% 82% 83% 82% 80% 84%


12% 10% 11% 9% 13% 12% 12% 11% 13% 10%


7% 6% 6% 5% 8% 6% 4% 6% 7% 6%

Base: All respondents whose query was resolved on first call.


Call Connections

Q4.6 Now I would like to read out some statements about your recent call. For each statement I read out I would like you to rate that aspect of the service. The scale is ... READ OUT. So how would you rate the time taken to reach a service representative?

Perception of Time Taken To Reach a Service Representative (Q4.6)


Base (n=) 2012/13

(n=4,828) 2013/14

(n=4,855) 2012/13

(n=1,205) 2013/14

(n=1,213) 2012/13

(n=1,212) 2013/14

(n=1,220) 2012/13

(n=1,204) 2013/14

(n=1,208) 2012/13

(n=1,207) 2013/14

(n=1,214)


50% 57% 56% 61% 43% 54% 52% 55% 42% 51%


21% 23% 21% 22% 22% 25% 21% 21% 20% 23%


27% 19% 22% 16% 33% 20% 26% 22% 37% 25%

Base: All respondents. Q4.7 Now I would like to read out some statements about your recent call. For each statement I read out I would like you to rate that aspect of the service. The scale

is ... READ OUT. So how would you rate the relevance of the menu items to your enquiry?

Perception of Relevance of Menu Items to Enquiry (Q4.7)


Base (n=) 2012/13 (n=409)

2013/14 (n=4,855)

2012/13 (n=101)

2013/14 (n=1,213)

2012/13 (n=103)

2013/14 (n=1,220)

2012/13 (n=101)

2013/14 (n=1,208)

2012/13 (n=104)

2013/14 (n=1,214)


49% 57% 52% 59% 40% 55% 51% 52% 56% 56%


27% 20% 26% 19% 32% 23% 26% 21% 22% 20%


18% 15% 16% 14% 23% 15% 19% 19% 17% 16%

Base: All respondents in 2013/14 and November 2012/13 respondents.


Service Provided by Representative

Q7.10 Now thinking about the Tax Office SERVICE REPRESENTATIVE who dealt with your query during your most recent call … For each statement I read out I

would like you rate the service representative using the same rating scale as used earlier. So, how would you rate the overall quality of service provided when handling your query?

Perception of Overall Quality of Service Provided when Handling Query (Q7.10)


Base (n=) 2012/13

(n=4,828) 2013/14

(n=4,855) 2012/13

(n=1,205) 2013/14

(n=1,213) 2012/13

(n=1,212) 2013/14

(n=1,220) 2012/13

(n=1,204) 2013/14

(n=1,208) 2012/13

(n=1,207) 2013/14

(n=1,214)


90% 91% 91% 91% 89% 92% 89% 89% 90% 91%


6% 5% 5% 5% 7% 5% 6% 6% 6% 5%


4% 4% 4% 4% 4% 4% 4% 5% 4% 4%



Q7.1 Now thinking about the Tax Office SERVICE REPRESENTATIVE who dealt with your query during your most recent call … For each statement I read out I would like you rate the service representative using the same rating scale as used earlier. So, how would you rate the service representative’s friendliness?

Perception of Service Representative's Friendliness (Q7.1)


Base (n=) 2012/13

(n=4,828) 2013/14

(n=4,855) 2012/13

(n=1,205) 2013/14

(n=1,213) 2012/13

(n=1,212) 2013/14

(n=1,220) 2012/13

(n=1,204) 2013/14

(n=1,208) 2012/13

(n=1,207) 2013/14

(n=1,214)


94% 94% 94% 94% 94% 94% 92% 94% 92% 92%


4% 4% 4% 4% 4% 4% 5% 4% 5% 5%


2% 2% 2% 2% 2% 2% 2% 2% 3% 3%

Base: All respondents. Q7.4 Now thinking about the Tax Office SERVICE REPRESENTATIVE who dealt with your query during your most recent call … For each statement I read out I

would like you rate the service representative using the same rating scale as used earlier. So, how would you rate the service representative’s ability to clearly explain things?

Perception of Service Representative's Ability to Clearly Explain Things (Q7.4)


Base (n=) 2012/13

(n=4,828) 2013/14

(n=4,855) 2012/13

(n=1,205) 2013/14

(n=1,213) 2012/13

(n=1,212) 2013/14

(n=1,220) 2012/13

(n=1,204) 2013/14

(n=1,208) 2012/13

(n=1,207) 2013/14

(n=1,214)


87% 89% 87% 89% 87% 90% 85% 88% 88% 90%


7% 6% 7% 6% 7% 5% 8% 6% 6% 5%


5% 4% 4% 4% 5% 4% 6% 5% 5% 4%



Q7.6 Now thinking about the Tax Office SERVICE REPRESENTATIVE who dealt with your query during your most recent call … For each statement I read out I

would like you rate the service representative using the same rating scale as used earlier. So, how would you rate the service representative’s knowledge of your previous interactions with the tax office?

Perception of Service Representative's Knowledge of Previous Interactions with the Tax Office (Q7.6)


Base (n=) 2012/13

(n=4,828) 2013/14

(n=4,855) 2012/13

(n=1,205) 2013/14

(n=1,213) 2012/13

(n=1,212) 2013/14

(n=1,220) 2012/13

(n=1,204) 2013/14

(n=1,208) 2012/13

(n=1,207) 2013/14

(n=1,214)


52% 56% 49% 54% 55% 55% 47% 51% 61% 64%


10% 8% 10% 8% 11% 9% 10% 8% 10% 8%


6% 6% 6% 6% 6% 6% 6% 6% 7% 7%



Q7.7 Now thinking about the Tax Office SERVICE REPRESENTATIVE who dealt with your query during your most recent call … For each statement I read out I would like you rate the service representative using the same rating scale as used earlier. So, how would you rate the service representative’s ability to understand your needs or problem?

Perception of Service Representative's Ability to Understand Client's Needs or Problem (Q7.7)


Base (n=) 2012/13

(n=4,828) 2013/14

(n=4,855) 2012/13

(n=1,205) 2013/14

(n=1,213) 2012/13

(n=1,212) 2013/14

(n=1,220) 2012/13

(n=1,204) 2013/14

(n=1,208) 2012/13

(n=1,207) 2013/14

(n=1,214)


89% 90% 89% 90% 88% 90% 87% 88% 89% 90%


7% 6% 6% 5% 7% 6% 9% 6% 6% 5%


5% 4% 4% 4% 5% 4% 5% 6% 5% 5%

Base: All respondents. Q7.13 Now thinking about the Tax Office SERVICE REPRESENTATIVE who dealt with your query during your most recent call … For each statement I read out I

would like you rate the service representative using the same rating scale as used earlier. So, how would you rate the service representative’s ability to resolve your issue on their own without having to consult their supervisor or manager?

Perception of Service Representative's Ability to Resolve Issue on Own (Q7.13)


Base (n=) 2012/13 (n=409)

2013/14 (n=4,855)

2012/13 (n=101)

2013/14 (n=1,213)

2012/13 (n=103)

2013/14 (n=1,220)

2012/13 (n=101)

2013/14 (n=1,208)

2012/13 (n=104)

2013/14 (n=1,214)


80% 83% 80% 84% 84% 82% 73% 81% 73% 83%


9% 8% 8% 8% 7% 9% 13% 9% 14% 8%


8% 7% 7% 7% 8% 7% 8% 7% 9% 7%

Base: All respondents in 2013/14 and November 2012/13 respondents.


Information Provided by Service Representative

Q8 Thinking about the information you were given during this most recent call, how would you rate the following using the same rating scale as earlier. So, not

thinking about the service representative’s friendliness, helpfulness and so on, how would you rate just the information provided by the service representative in terms of overall quality?

Perception of Information Provided in Terms of Overall Quality (Q8)


Base (n=) 2012/13

(n=4,828) 2013/14

(n=4,855) 2012/13

(n=1,205) 2013/14

(n=1,213) 2012/13

(n=1,212) 2013/14

(n=1,220) 2012/13

(n=1,204) 2013/14

(n=1,208) 2012/13

(n=1,207) 2013/14

(n=1,214)


86% 87% 86% 87% 86% 89% 83% 85% 87% 87%


8% 6% 7% 6% 8% 5% 10% 8% 7% 8%


5% 5% 5% 6% 5% 4% 6% 6% 5% 4%



10 Appendix B: Questionnaire

Australian Taxation Office - Call Centre Satisfaction Survey

(22 August 2013 – FINAL Version)


INTRODUCTION

Good morning/afternoon/evening. May I speak to [NAME FROM SAMPLE]?

ARRANGE CALLBACK/APPOINTMENT OR CONTINUE WITH NOMINATED RESPONDENT

Hi [FIRST NAME FROM SAMPLE] My name is [NAME OF INTERVIEWER] from ORC International. We are

conducting an important study on behalf of the Australian Taxation Office (the “ATO”) designed to help them provide a better service. IF NECESSARY SAY: The survey is with people 18 years or over who have recently contacted an ATO call centre

and who have agreed to put their name forward for the research. The survey should take less than 10 minutes to complete. Participation is of course voluntary, but it’s a great opportunity for you to assist the ATO in improving their call centre services. Just to let you know the information collected in this survey will be used for research purposes only. Your name and answers will not be disclosed to the ATO and will be held strictly confidential. ORC International is bound by the Australian Market and Social Research Society’s Code of Professional Behaviour and the Privacy legislation. Is now a good time to talk?

ARRANGE CALLBACK/APPOINTMENT IF NECESSARY OR CONTINUE

IF NOT WILLING – THANK & CLOSE

ALL S2a Can I just check are you aged 18 years or over? [SINGLE RESPONSE]

Yes .............................................................................................................. 1

No [THANK & TERMINATE] ................................................................................... 2 S2 And, can I also check if you are a Tax Agent/Tax Consultant? [SINGLE RESPONSE]

INTERVIEWER NOTE: A tax agent/tax consultant is someone who offers a service to their clients dealing

specifically with taxation matters

Yes [THANK & TERMINATE] .................................................................................. 1

No ......................................................................................................... …..2

Don’t Know /Refused DO NOT READ OUT ............................................................. 3

ASK ALL Q2b For the rest of this survey we would like you to think about your most recent experience telephoning the ATO.

Thinking about your experience with the most recent phone call how would you rate that call overall? Would you say it….READ OUT

Needs a lot of improvement ................................................................................................... 1

Needs some improvement ..................................................................................................... 2

Was of a tolerable standard ................................................................................................... 3

Met your expectations ............................................................................................................ 4

Exceeded your expectations .................................................................................................. 5

Not Applicable – (DO NOT READ OUT) .............................................................................. 97

Don’t Know – (DO NOT READ OUT) ................................................................................... 99

ATO Call Centre Satisfaction Survey 22 August 2013


ASK ALL Q2c And why do you say that? PROBE FULLY

Other (specify)...................................................................................................................... 96

No particular reason ............................................................................................................. 97

Don’t know ........................................................................................................................ 99

ASK ALL Q4 Now I would like to read out a couple of statements about your recent call.

For each statement I read out I would like you to rate that aspect of the service. The scale is ... READ OUT








(So) how would you rate the…..READ OUT [ROTATE]

READ OUT STATEMENTS Rating

7 Relevance of the menu options to your enquiry

1 2 3 4 5 99

6 Time taken to reach a service representative

1 2 3 4 5 99

ASK ALL

Q5c. Were you given the option to receive a call back from the ATO?

Yes ................................................................................................................................ 1 No ................................................................................................................................ 2 Don’t know ........................................................................................................................... 99

IF Q5c = 1 ASK Q5g, OTHERWISE GO TO Q7 Q5g. And did you accept that offer to receive a call back?

Yes ................................................................................................................................ 1 No ................................................................................................................................ 2 Don’t know ........................................................................................................................... 99

IF Q5g = 1 ASK Q5e, OTHERWISE GO TO Q7 Q5e. How long did it take for the ATO to call you back to deal with your query? [READ OUT]

Up to 2 hours …… ................................................................................................................. 1 Between 2 and 6 hours. ......................................................................................................... 2 Over 6 and up to 24 hours …… ............................................................................................. 3 Over 24 and up to 48 hours. .................................................................................................. 4 Longer than 48 hours ............................................................................................................. 5 Did not call back ................................................................................................................... 97 Don’t know/Can’t say (DO NOT READ OUT) ..................................................................... 99



ASK ALL Q7 Now thinking about the ATO SERVICE REPRESENTATIVE who dealt with your query during your most recent call …

For each statement I read out I would like you rate the service representative using the same rating scale as used

earlier. REPEAT SCALE IF NECESSARY








[IF SPOKE WITH MORE THAN ONE REP, SAY: If you dealt with more than one representative during that last call

please rate the FIRST representative you spoke with]

(So) how would you rate the service representative’s………READ OUT?

[ROTATE] [(1), (4), (6), (7), (13), (10)]


1 Friendliness 1 2 3 4 5 97 99

4 Ability to clearly explain things 1 2 3 4 5 97 99

6 Knowledge of your previous interactions with the tax office

1 2 3 4 5 97 99

7 Ability to understand your needs or problem 1 2 3 4 5 97 99

13 Ability to resolve your issue on their own without having to consult their supervisor or manager

1 2 3 4 5 97 99

10 Overall quality of service provided when handling your query

1 2 3 4 5 97 99

ASK ALL Q8 Thinking about the information you were given by the service representative during this most recent call, how would you

rate the overall quality of that information?....READ OUT

[IF SPOKE WITH MORE THAN ONE REP, SAY: If you dealt with more than one representative during that last call

please rate the FIRST representative you spoke with]










ASK ALL Q9a Thinking about the outcome of that recent call, was your query/problem resolved the first time you called about the

issue? Yes ................................................................................................................................ 1 No ................................................................................................................................ 2 Don’t know/Can’t Say ........................................................................................................... 99

ASK Q11/11b IF Q9a=1 Q11b Overall, how would rate the total time taken to resolve your query (from when you first spoke to someone).

Would you say the time taken ….READ OUT








ASK ALL

Q17x. Now I'd like you to think about other large organisations, similar to the ATO, whose call centres you may

have contacted in the last 3 months. These organisations might include other Government bodies, Banks, Insurance Companies, Health providers, Utilities or Airlines.

So, thinking about these types of organisations call centres that you may have contacted in the last 3 months, how do you think they compare to the ATO? Would you say they were…….READ OUT

IF RESPONDENTS SAYS IT DEPENDS, SAY: We’ll thinking of the last of these other call

centres you contacted.

Better .................................................................................................................................. 1 About the same; or .................................................................................................................. 2 Worse than the ATO ................................................................................................................ 3 Don't know/Can't Remember (DO NOT READ OUT) ............................................................. 99

Have not contacted another organisations' Call Centre in the last 3 months (DO NOT READ OUT) .......................................................................................................... 97

ASK ALL Q18 And thinking about your most recent experience telephoning the ATO, how satisfied or dissatisfied were you

with that call overall? Would you say you were….READ OUT

Very dissatisfied ..................................................................................................................... 5

Dissatisfied .......................................................................................................................... 4

Neither satisfied nor dissatisfied............................................................................................. 3

Satisfied .......................................................................................................................... 2

Very satisfied.......................................................................................................................... 1





ASK ALL Q19 And before you called the ATO on this most recent occasion, did you go to their website to try and get the

answer to your query?

Yes ................................................................................................................................ 1 No ................................................................................................................................ 2 Don’t know/Can’t Say ........................................................................................................... 99

IF NO AT Q19, ASK:

Q19a And what was the main reason why you did not go to their website first?

[SINGLE RESPONSE. DO NOT READ OUT]

Wasn’t aware of their website ................................................................................................ 1 Don’t have access to the web/not a web-user ....................................................................... 2 Prefer to deal with a person when dealing with organisations like ATO ............................... 3 Prefer to deal with a person for this particular query ............................................................. 4 Forgot about the website ....................................................................................................... 5 Query required personal/account specific information not available on-line......................... 6 Query had more complex /difficult/multiple issues to resolve .............................................. 7 Didn’t think it would have the information I needed ............................................................... 8 Don’t trust the internet/security issues ................................................................................... 9 Had technical issues with the ATO website in the past ....................................................... 10 I tried using the ATO website in the past and couldn’t find information I needed ............... 11 I tried using the ATO website in the past and couldn’t understand the information ............ 12 Not computer literate ............................................................................................................ 13 In a hurry/phone quicker ...................................................................................................... 14 Other (Specify) ..................................................................................................................... 96 Don’t know/Can’t Say ........................................................................................................... 99

IF YES AT Q19, ASK:

Q19b And why did you call the ATO after going to their website? What other reasons? Any other reasons?

[MULTIPLE RESPONSE. DO NOT READ OUT]

Had technical issues with the website ................................................................................... 1 The website was too slow ...................................................................................................... 2 Couldn’t find the information I was looking for ....................................................................... 3 I wanted to make sure the information I found was correct................................................... 4 I didn’t understand the information I found ............................................................................ 5 Website could not answer my query and directed me to call them ....................................... 6 Specific query/needed personal contact................................................................................ 7 Other (Specify) ..................................................................................................................... 96 Don’t know/Can’t Say ........................................................................................................... 99

ASK ALL

Q19c And on your most recent experience telephoning the ATO did the service representative discuss the ATO’s

website, including their on-line services and information with you?

Yes ................................................................................................................................ 1 No ................................................................................................................................ 2 Don’t know/Can’t Say ........................................................................................................... 99



ASK ALL (service commitment questions) Q.20 The last time you had contact with the ATO, how did you find the experience? [SINGLE RESPONSE. READ OUT]

It was harder than it needed to be .......................................................................................... 1

It was okay .......................................................................................................................... 2

It was easy .......................................................................................................................... 3

Don’t know (DO NOT READ OUT) .................................................................................... 99

ASK ALL (service commitment questions) Q21. I am now going to read out a series of statements about your contact with and the service provided by the

ATO during your most recent call with them. For each statement, please tell me whether you ‘strongly

agree’, ‘agree’, ‘disagree’, or ‘strongly disagree’.

So, firstly ….READ OUT [ROTATE ORDER IN TWO BLOCKS – BLOCK A (1-5), BLOCK B (6-11)] [ROTATE ORDER OF BLOCKS AND WITHIN BLOCK] REPEAT SCALE AS NECESSARY [do you ‘strongly agree’, ‘agree’, ‘disagree’, or ‘strongly disagree’

with that?]

4. Strongly Agree

3. Agree

2. Disagree

1. Strongly Disagree

98. NOT APPLICABLE [DO NOT READ OUT]

99. DON’T KNOW [DO NOT READ OUT]


1 The ATO helped me by giving me information that I can rely on 1 2 3 4 98 99

2 The ATO helped me by giving me information that I can understand 1 2 3 4 98 99

3 Information provided by the ATO is sufficient to meet my needs 1 2 3 4 98 99

4 The ATO made it easy for me to access the information I needed 1 2 3 4 98 99

5 The ATO made it easy for me to access the services I needed 1 2 3 4 98 99

6 The time taken in my dealings with the ATO was acceptable to me 1 2 3 4 98 99

7 The ATO informed me of what I need to do 1 2 3 4 98 99

8 The ATO let me know of status or delays 1 2 3 4 98 99

9 The ATO treated me respectfully and courteously 1 2 3 4 98 99

10 The ATO was knowledgeable in its dealings with me 1 2 3 4 98 99

11 If I provided feedback, the ATO would have been responsive 1 2 3 4 98 99



CLASSIFICATION ASK ALL

And, now just a few questions, to help us classify the information... QD1. RECORD GENDER

Male ................................................................................................................................ 1 Female ................................................................................................................................ 2

QD2. What is your age in years? … [__:__] [RECORD ACTUAL AGE] [IF REFUSED ENTER ‘R’]

IF REFUSE SAY: Which of the following age categories would you fall into?

18-24 ................................................................................................................................ 1 25-34 ................................................................................................................................ 2 35-44 ................................................................................................................................ 3 45-54 ................................................................................................................................ 4 55-64 ................................................................................................................................ 5 65-70 ................................................................................................................................ 6 70+ ................................................................................................................................ 8 [DON’T KNOW/REFUSED] ................................................................................................ 99

QD3. Which of the following best describes your current work status?

[READ OUT – SINGLE RESPONSE ONLY. NOTE THIS SHOULD RELATE TO WHAT THE RECENT ENQUIRY WAS ABOUT]

Work for a wage or salary ...................................................................................................... 1

Unpaid work 2

Operate your own business / partnership ............................................................................... 3

Pension .......................................................................................................................... 4

Studying .......................................................................................................................... 5

Retired .......................................................................................................................... 6

Unemployed 7

Home Duties 8

Other (specify)...................................................................................................................... 96

Refused ........................................................................................................................ 98




ASK IF QD3 = CODES 1, 2 OR 3

QD5. Which industry do you currently work/operate in?

[SINGLE RESPONSE. DO NOT READ OUT]

Manufacturing ........................................................................................................................ 1

Agriculture, Forestry and Fishing ........................................................................................... 2

Construction (building) ........................................................................................................... 3

Wholesale / retail trade .......................................................................................................... 4

Hospitality / Tourism (accommodation, café and restaurants) ............................................... 5

Health and Community Services ............................................................................................ 6

Property and business services ............................................................................................. 7

Communication, Finance & Insurance services ..................................................................... 8

Government 9

Mining ........................................................................................................................ 10

Electricity, Gas, Water Supply .............................................................................................. 11

Transport and storage .......................................................................................................... 12

Education ........................................................................................................................ 13

Cultural and recreational services ........................................................................................ 14

Personal services ................................................................................................................. 15

Other (specify) [NOT CODED] ............................................................................................. 96

[Don’t Know/Can’t Say] ..................................................................................................... 99

ALL

QD10. RECORD POSTCODE

ALL

That’s the end of the interview. Thank you very much for your help. This survey was conducted on behalf of the Australian Tax Office (ATO). As this is a market research interview, I can assure you it is carried out in compliance with the Privacy Act and the information you provided will be used only for research purposes. Should you require verification of our company’s bona fides, or have any queries, please feel free to contact the Australia Market & Social Research Society’s Survey Line on 1300 364 830. For quality control purposes you may be re-contacted, to verify some of the information. We will remove your contact details when all interviewing is completed in approximately one month. In the mean time you may contact us about the interview on 03 99355700. Can I just confirm your name and contact details? Respondent’s Name: Respondent’s Phone: (……..) Just in case you missed it, my name is ……………and I’m calling from ORC International. Time Finish: Interview Length: mins

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