In the experience of the Finnish tax administration, a way to ensure that all Taxpayers receive respectful treatment is to offer every new tax officer training in the FTA service model (model to meet Taxpayers in different service channels) and to evaluate their interaction skills afterwards. This includes feedback from the Taxpayers and results in guidance on how to address any possible weaknesses.
After the initial contact from the customer to our customer service agent, we send the customer a short text message to evaluate the service quality they just received. Our objective is that 85% of customers give us a good feedback score from this interaction (customer satisfaction). In addition to assessing the quality from the feedback we receive, our internal quality control objective is that every customer contact reaches the quality standards we have set for interaction in our service model. Thus, the internal quality objective is 100%.
Trust & Compliance
