SRA CUSTOMER SERVICE PERCEPTION SURVEY
The survey was designed to track the levels of satisfaction and impact of Customer Service solutions. The purpose of the study was to measure the levels of satisfaction and the perception of SRA Customers with the services provided by the Swaziland Revenue Authority.
The study was based on the 2013 baseline satisfaction and perception survey that generated information for the development and implementation of a comprehensive and effective Customer Relations Management (CRM) Strategy. The objectives of the study were
* To monitor core indicators that were identified and populated during the 2013 baseline survey;
* Determine the perception of customers towards SRA service;
* Establish customer’s expectations from the SRA in respect to service;and
* To make recommendations on how the SRA can improve its service