Departmental Results Framework,,,, Indicator 7: Public Perception Index: Service experience,,,, ,,,, 2019-2020,Individuals,Small-Medium Businesses,Tax Intermediaries,Average score per question "Q1: How would you rate the overall performance of the Canada Revenue Agency, using a scale from 0 to 10 where 0 means ""terrible"" and 10 means ""excellent""?",6.59,6.74,6.69,6.67 "Q2: On a scale of 0 to 10, where 0 means ""completely disagree"" and 10 means ""completely agree"", how would you rate the following: The information provided by the CRA is easy to understand.",6.26,5.82,6.58,6.22 Q3: How satisfied are you with the overall quality of the service you received when you last contacted the CRA?,6.46,6.83,6.93,6.65 Q4: Did you get what you needed from the Canada Revenue Agency on this particular occasion? ,6.93,7.84,7.75,7.5 Average score per audience segment,6.56,6.84,6.99,6.76