V3I2P22

Impact of Communication and Follow-Up on Customer Satisfaction in Digital Tax Filing Services

A Case Study of Clear (ClearTax)

Ajay Vighnesh G A^1*, Kaveramma C C²

Abstract

In technology-driven service environments, effective communication and systematic follow- up play a critical role in shaping customer satisfaction and operational efficiency. This study examines the impact of communication practices and follow-up mechanisms on customer satisfaction in digital tax filing services. The research adopts a quantitative descriptive approach and is based on primary data collected from employees involved in client coordination and tax filing processes within a digital tax service platform. Statistical tools such as percentage analysis, Chi-square test, correlation analysis, and one-way ANOVA were applied for data analysis. The findings reveal that timely communication and structured follow-up significantly reduce delays in document submission, minimise errors, and enhance workflow efficiency. The study further highlights responsiveness as a key service quality dimension influencing customer satisfaction in digital tax services. The research provides practical insights for improving communication strategies through automation, integration, and process standardisation.

Keywords:

Communication, follow-up, customer satisfaction, digital tax filing, fintech services