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Page last updated:: Thursday, February 22, 2024

Customer satisfaction with the Federal Tax Authority's service centers

Thursday, February 22,2024

:Subject

The Federal Tax Authority established a taxpayer support center in 2019 in the Emirates of Dubai and Abu Dhabi, where the center provides customers with all information and answers all inquiries and obserVATions regarding the requirements and procedures for requesting and completing the service without providing any tax advice. The support service is also available in two languages, and in the future more than one language ( Arabic, English and Urdu) in addition to providing capabilities to measure the happiness of customers and their satisfaction with the services of the Authority and to escalate and follow up all cases of registration in the tax system.



:Objectives

The consultation aims to measure the level of happiness and satisfaction of customers with the taxpayer support center of the Federal Tax Authority.



:Decisions and results

The results of the consultation will be taken into account in the service center's improvement plans


Open date : Thursday, September 07,2023
Close date : Thursday, November 30,2023

Outcome

The result:

For the consultation participants, the percentage of satisfaction with the Federal Tax Authority' Tax Payer support centers was as follows:

  completely satisfied 50% -  satisfied 16% - = neutral 41% - 16% dissatisfied

Regarding the level of satisfaction with employee interaction, the results were as follows:

 completely satisfied 50% -  satisfied 25%-   neutral 8% - 16% dissatisfied

Regarding the consultation participants' evaluation of the speed of service provision, the results were as follows:

 completely satisfied 33% - 16% satisfied - 33% neutral - 16% dissatisfied

 

Decisions:

The Federal Tax Authority seeks to continuously  improve its service centers in order to provide a smooth experience for all its customers. All suggestions are taken, studied and benefited from in a way that serves the customer and improves his experience while Tax Payer support centers.

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