Departmental Results Framework indicators 2019-2020 Edition – Indicator 7: Public Perception Index: service experience

The public perception index (PPI) is the combined rating from four questions from the Agency’s Annual Corporate Research (ACR), a public opinion research study that touches on service and Agency reputation and values indicators. The four questions that blend into the index are: How would you rate the overall performance of the Canada Revenue Agency; How would you rate the ease of understanding with respect to the information provided to taxpayers through tax forms and resources; How satisfied are you with the overall quality of the service you received when you contacted the Canada Revenue Agency by telephone on this most recent occasion; Did you get what you needed from the Canada Revenue Agency on this particular occasion? These indicators are found in the “core” ACR and asked every iteration. They are key indicators for the Agency’s reputation, provision of information, service interaction, and service success.