The Canada Revenue Agency (CRA) commissioned Nanos research to conduct a qualitative public opinion research (POR) to explore Canadians’ perceptions surrounding the CRA’s online portals and other service interactions.
The purpose of the research was to assess the perceptions and experiences of members of the general population, decision-makers of small businesses, and professionals involved in assisting individual and small business clients on tax-related or payroll matters in the following areas: registering for CRA online portals, signing into CRA online portals, experiences and challenges with the CRA call centre, concerns accessing CRA online portals and services, opinions related to identity validation options, and support for the implementation of biometric authentication.
To meet the objectives, 16 focus groups were conducted across the country. All groups were conducted online. In total, 143 individuals participated in the research: 55 adults from the general public, 43 decision-makers of small businesses, and 45 tax intermediaries. There were 13 sessions conducted in English and three in French
featuring adults from Québec. All participants received an honorarium. The fieldwork took place between June 11 and July 4, 2024.
To view the full report in English, click here
To view the full report in French, click here