The Service Satisfaction Index is calculated from the results of the questions:
The CRA’s service was easy to access + The CRA’s service was timely + The information I was given was accurate + The information I was given was complete + The information I was given was easy to understand + The CRA representative took time to understand my situation + The CRA representative was professional + The CRA representative was courteous.
It is an average of scores from the three audiences (individuals, small & medium enterprises, tax intermediaries) from the CRA Annual Corporate Research. The questions making up the Service Satisfaction Index were asked of those who had interacted with the CRA in the past 12 months.