Thursday, December 8, 2022
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‘A terrible experience’: The CRA asked Canadians to assess its customer service — and they didn’t hold back

Jamie Golombek: 83% of respondents had an experience that didn’t meet their needs, and of those, 84% ranked their interactions as ‘poor’

If you’ve ever been frustrated in your dealings with the Canada Revenue Agency, you’re not alone. A new report, made public in December, summarizes the findings and conclusions from the spring 2019 “Serving Canadians Better” consultations with individuals taxpayers.

The report was prepared for the chief service officer of the CRA. The CSO was introduced in 2018 to help the CRA focus “on better understanding people’s needs and expectations in order to improve service experience and deliver better outcomes for Canadians.”

https://business.financialpost.com/personal-finance/taxes/a-terrible-experience-the-cra-asked-canadians-to-assess-its-customer-service-and-they-didnt-hold-back

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