Taxpayers formed the largest group of customers at the Inland Revenue Authority of Singapore (IRAS). IRAS customers are diverse - ranging from global multi-national companies to the man-in-the-street. Taxpayers were highly satisfied with IRAS in all the 6 service attributes that were incorporated into the IRAS Service Pledge. Against a target of 96% Customer Satisfaction IRAS achieved 93.6% in 2003, 95.35 in 2007 and 95.8% in 2009 (Figure 7.4). IRAS received a Singapore Quality Award in 2011. ...
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