Customer Satisfaction and Perceptions survey results July - September 2011
Overall satisfaction with our services
Our customers rated our services on a scale of one to five. Three to five represented "satisfied" and four to five represented "very satisfied".
| Satisfaction attribute |
3 - 5 rating |
4 - 5 rating |
|---|---|---|
| Overall satisfaction | 86% | 71% |
| Being able to access services | 83% | 67% |
| Being treated fairly | 88% | 77% |
| Personable and knowledgeable staff | 87% | 75% |
| Staff follow up | 81% | 71% |
| Having an appropriate outcome | 80% | 61% |
Satisfaction with our service quality - different customer groups
Our customers rated our services on a scale of one to five. Three to five represented "satisfied" and four to five represented "very satisfied".
| Customer group |
3 - 5 rating Satisfied |
4 - 5 rating Very satisfied |
|---|---|---|
| Overall satisfaction (individuals) | 86% | 72% |
| Working for Families Tax Credits (WfFTC) | 88% | 72% |
| Child support | 74% | 67% |
| KiwiSaver (employees)* | 86% | 72% |
| Student loan | 83% | 69% |
| Overall satisfaction (businesses) | 85% | 69% |
| SMEs | 83% | 71% |
| KiwiSaver (employers)* | 91% | 73% |
| Large enterprises | 88% | 75% |
| Tax agents | 92% | 67% |
| Not for profits | 80% | 61% |
| *Caution: small sample size | ||
Perceptions about us
Members of the public who had no recent contact with us rated the quality of service we provide on a scale of one to five. Three to five represented "good" and four to five represented "very good".
They based their rating on their past experiences or from what they have heard about us.
| Public perception |
3 - 5 rating |
4 - 5 rating |
|---|---|---|
| Inland Revenue's quality of service | 73% | 36% |
This table shows perceptions of all those who responded to the survey. Our customers used a rating scale of one to five. Three to five represented "good" and four to five represented "very good".
| Our customers' perceptions about us |
3 - 5 rating Good |
4 - 5 rating Very good |
|---|---|---|
| Trust in Inland Revenue | 83% | 48% |
| Inland Revenue treats people fairly | 73% | 46% |
| Operationally effective | 77% | 52% |
| Confidence that Inland Revenue does a good job | 86% | 56% |
Date published: 21 Oct 2011
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