SMS survey about guidance over the phone

The purpose of the survey

At the Tax Administration, we want to understand how users experience the guidance they receive over the phone. This insight is important so we can identify measures that help improve the experience for people who contact us. That’s why a random selection of callers receive an SMS with the option to answer a few short questions about how they experienced the call.

Who is responsible for the survey?

The Tax Administration is responsible for the survey and for the processing of personal data that takes place as part of it.

Participation is voluntary

Taking part in the survey is voluntary. There are no negative consequences if you choose not to participate or decide not to reply to the SMS.

How we process your personal data

The SMS survey is carried out using Puzzel Customer Insight, which is the system used by our data processor, Puzzel. The survey results are converted into aggregated statistics, and individual responses are anonymised. The data is stored and analysed on the Tax Administration’s internal, restricted servers.

We temporarily store your phone number and the response you provide. Once your response has been anonymised, we delete your phone number and any other personal data collected in Puzzel Customer Insight. This process may take up to 90 days.

Some respondents are given the option to provide more detailed feedback in an open text field. If this applies to you, please answer the question only and do not include any personal data. There’s also a limit to how much you can write.

Responses are reviewed either by a small number of employees or processed automatically to ensure that any personal data is removed. After this, no individual can be identified.

Your rights and right to appeal

As long as you can be identified in the data material, you have the right to request access to the data we’ve stored about you and ask for it to be corrected or deleted. You can also object to how we process your data.

If you’re not satisfied with how we process your personal data, or if you believe the processing does not comply with privacy regulations, you can submit an appeal to the Norwegian Data Protection Authority (Datatilsynet). You’ll find information on how to do this on Datatilsynet’s website.

Contact us if you have questions

If you have questions about the survey or want to exercise your rights, you can contact the Data Protection Officer at the Tax Administration at [email protected].