Public opinion research

The Canada Revenue Agency (CRA) collects attitudinal data through Public Opinion Research (POR) to support its planning and decision-making. This data collected through POR allows the CRA to:

• assess public response to proposals or initiatives;
• examine the effectiveness of policies, programs, and services;
• measure progress in service improvement; and
• evaluate the effectiveness of communications activities.

In keeping with the requirements of the Policy on Communications and Federal Identity concerning POR that is conducted with public funds, the CRA provides final reports from contracted POR projects to Library and Archives Canada within six months of completing the data collection. To see final reports for all completed contracted POR projects conducted by the CRA, please visit Library and Archives Canada at: http://www.bac-lac.gc.ca/eng/porr/Pages/porr.aspx.

Current projects

Here is a list of current projects for which the CRA is gathering the public’s opinions and feedback:

Contracted POR:

• Digital acceleration research with paper-based tax filers
  • Contractor: Earnscliffe
  • May to June 2021
  • Telephone survey

Non-contracted POR:

• Agency Wide Point of Contact Feedback
  • Individuals Call Centres
  • Business Call Centres
  • My Account Online Portal
  • My Business Account Online Portal
  • Represent a Client Online Portal
• Liaison Officer (LO) Service Survey
• Survey on the Filing of Information Returns
• Survey with volunteers of the Community Volunteer Income Tax Program
• Dedicated Telephone Service Survey