00000nam 2200000zi 4500 9.938256 CaOODSP 20240819162437 m o d f cr mn||||||||| 240514t20242024onc o f000 0 eng d 9780660719306 CaOODSP eng rda CaOODSP n-cn--- Rv4-202/2024E-PDF 2023-2024 Contact Centre focus groups : client service priorities when contacting the CRA : final report / prepared for the Canada Revenue Agency. Ottawa, Ontario : Canada Revenue Agency = Agence du revenu du Canada, 2024. ©2024 1 online resource (66 pages) + 1 summary (8 pages) text txt rdacontent computer c rdamedia online resource cr rdacarrier Cover title. "Prepared by Sage Research Corporation." "PSPC Contract Number: CW2342992." "Delivery date: March 2024." "Registration number: POR 109-23." Issued also in French under title: Groupes de discussion des centres de contact de 2023-2024 : priorités en matière de service à la clientèle au moment de communiquer avec l'Agence : rapport final. "The primary purpose of this research was to gain further understanding of why clients may find their experience calling the CRA unsatisfactory. The goal was to understand what the main drivers for client satisfaction are and how they can be translated into actionable insights"--Executive summary, page 1. Canada Revenue Agency Customer services Public opinion. Customer services Evaluation. Telecommunication Customer services Canada Public opinion. Public opinion Canada. Canada Revenue Agency, issuing body. Sage Research Corporation, consultant. Groupes de discussion des centres de contact de 2023-2024 : (CaOODSP)9.938257 PDF 1.27 MB https://publications.gc.ca/collections/collection_2024/arc-cra/Rv4-202-2024-eng.pdf Final report PDF 419 KB https://publications.gc.ca/collections/collection_2024/arc-cra/Rv4-202-2024-1-eng.pdf Executive summary