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 request a full copy of any of the reports below, please contact Library and Archives Canada at:
819-953-1808 or 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:

  • Service Experience and CRA’s Outcomes
    • Contractor: Ipsos
    • Late August 2019
    • Online and telephone survey
  • Non-Filer Compliance Letters
    • Contractor: Sage
    • Mid August, 2019
    • Focus groups

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
  • Post-Audit Survey
  • Liaison Officer (LO) Service Survey
  • Online Annual Survey for Users of the Dedicated Telephone Service (DTS)
  • Interactive Voice Response (IVR) Survey for Users of the Dedicated Telephone Service (DTS)
  • Leads Program Satisfaction Survey
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