Our 2001 CCRA Annual Survey suggests that at least as many Canadians (68% compared to 61% last year) believe that the CCRA is doing a good job overall (as noted previously in Exhibit 6). While some of this increase may be attributable to Canadians tending to be more supportive of government in the period following September 11, we nonetheless feel that these are relevant increases. Please see Exhibit 112 for a comparison of our Annual Survey results and margins of error for the last two years.

As noted in Exhibit 111 below, we also did reasonably well on nine other elements that were included in the survey.

During 2002-2003, we will develop a strategy to enhance the way we monitor and report on client satisfaction across our business lines. We will also undertake a study of other jurisdictions to develop appropriate performance benchmarks for individual indicators.

The main elements of our proposed strategy include more rigour and better coverage in measuring client satisfaction, and consistent measurement and reporting against eight newly defined primary indicators of client satisfaction. These indicators are:

A balanced coverage will be achieved by surveying the key client groups identified in Future Directions, one of our business transformation initiatives. These groups are: customs; individuals and benefit recipients; small and medium business; large business; and charities. We will also survey our stakeholders and partners to improve the comprehensiveness of our results. The 2002-2003 Annual Report will include the results of this new survey.

The implementation of our change agenda supports our commitment to improving client service. The efficiencies and better performance that will result from the innovation enablers we have put in place will lead us to our ultimate client satisfaction goal: that the vast majority of Canadians believe the CCRA is doing a good job overall.