Public utilities refer to the undertakings responsible for maintaining public service infrastructure. Public utilities are under natural monopoly and may be under government control, while if they are private, they may be supervised by administrative regulations. Generally speaking, public utilities include electricity, water supply, waste treatment, sewage treatment, gas supply, transportation, communication, etc.  

Typical case：

Case1：

Satisfaction survey by the National Taxation Bureau of a certain city

Project Background

The National Taxation Bureau of a certain city aims to improve efficiency and service quality, cultivate and create an image of tax governance in accordance with the law, civilized collection, integrity and efficiency, and better promote the "democratic evaluation of industry style" activity among the staff of the overall business departments and subordinate units.

The State Taxation Bureau of a certain city has decided to entrust ToKnow Consulting to conduct an investigation on the service objects of the unit, collect their opinions and requirements on the various work of the State Taxation Bureau, and make a quantitative evaluation of the service level of various functional departments, and respond quickly to the problems in the work and the needs of the service objects. Meanwhile, this satisfaction survey will be included in the annual management evaluation of our unit. Therefore, this study specifically addresses the following issues:

Understand the publicity needs of taxpayers in the area for tax laws and policies

Collect opinions from taxpayers and relevant government officials in the area on the tax services provided by the National Taxation Bureau of a certain city and its personnel

Adjust and improve the satisfaction index system, and understand the satisfaction evaluation of various business departments and management personnel on specific indicators (policy, law enforcement, service, business level, etc.);

Using the research results for performance evaluation of personnel in relevant departments within a certain city's National Taxation Bureau;

Provide effective improvement suggestions based on the assessment results.

Research methods

Qualitative research

The qualitative research methods used in this study were mystery customer surveys and in-depth interviews. The main purpose of investigating mysterious customers is to objectively evaluate the service status of tax collectors in the tax hall. The specific operation method is to randomly observe the service performance of tax collectors during the process of handling business at a fixed tax window based on the actual implementation experience of the previous three surveys. After the taxpayer completes the business, they will be visited to understand their evaluation of the tax collector's various services, as well as their evaluation and suggestions on the service environment and facilities of the tax hall.

The in-depth interview includes two aspects of research: taxpayer interviews and specially invited inspector interviews. The purpose of taxpayer in-depth interviews is to study the evaluation of taxpayers on the various services of the National Tax Bureau, explore the demand for the services of the National Tax Bureau, and understand the suggestions of taxpayers on the various work of the National Tax Bureau.

The specially invited inspector's in-depth interview is to understand from another perspective the evaluation of the relevant staff of a certain city on the various work of the National Taxation Bureau, as well as suggestions for the future work of the National Taxation Bureau.

Quantitative research

Quantitative research measures the relevant characteristics of the research object through quantifiable indicators, and then uses mathematical statistical methods and techniques to analyze the data obtained from the survey, in order to achieve understanding and comprehension of the research object. This quantitative research quantitatively evaluates and analyzes the service attitude, business level, work efficiency, and other aspects of administrators and tax collectors through quantifiable indicators, in order to discover the advantages and disadvantages of service work, and provide reference basis for the future work of the National Taxation Bureau.

This quantitative study adopts a sampling survey method. Sampling survey is a scientific sampling method used to select a certain number of samples from a predetermined research population, and then study these samples and infer the relevant characteristics of the population based on them. The survey method used in this sampling survey is to conduct telephone interviews with the financial leaders of general taxpayers, small-scale taxpayer enterprises, and individual business owners.