CUSTOMER SERVICE CHANNELS
The number of customers using the Tax Administration’s online services continued to grow in 2017. Tax.fi site visits have increased and, for instance, we solved more than 270,000 tax questions on our chat service (previous year 213,000). Chat was opened in April 2015.
NUMBER OF REVISED TAX CARDS
The Tax Card Online service accounted for 59.5% of all tax card changes. A total of 1,316,000 tax cards were ordered through the service (1,028,000 in 2016)
PERCENTAGE OF PRE-COMPLETED TAX RETURNS RETURNED 2010-2017
About 1,460,000 individual taxpayers made changes to their pre-completed tax returns. Of these, about 840,000, or 57%, used the Tax Return on the Web service, four percentage points more than in 2016.
The greatest growth on social media channels was seen on Facebook and LinkedIn. Growth was driven by higher visibility and an increase in the number of links clicked on and brand reactions.
In addition, Twitter saw moderate growth. Instagram has growth potential, but has not as yet found its own role alongside the other channels.