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Customer Satisfaction and Perceptions survey results October - December 2011

Voice and correspondence customers

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
Satisfied

4 - 5 rating
Very satisfied

Overall satisfaction

84%

66%

Being able to access services

80%

63%

Being treated fairly

84%

71%

Personable and knowledgeable staff

83%

70%

Staff follow up

79%

66%

Having an appropriate outcome

77%

57%

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)

82%

64%

Working for families

83%

73%

Child support

71%

50%

KiwiSaver (Employees)

93%

67%

Student loan

88%

74%

Overall satisfaction (Businesses)

86%

67%

SMEs

87%

67%

Large enterprises

86%

71%

Tax agents

88%

69%

Not for profits

83%

59%

Online customers

Overall satisfaction with services

Satisfaction attribute

3 - 5 rating
Satisfied

4 - 5 rating
Very satisfied

Overall satisfaction

94%

80%

Easy to use website

83%

61%

Quality of information

90%

80%

Convenience

91%

79%

Being confident systems were secure

95%

83%

Satisfaction with service quality - different customer groups

Customer group 3 - 5 rating
Satisfied
4 - 5 rating
Very satisfied
Overall satisfaction (Individuals)

90%

72%

Working for families

92%

78%

Child support

94%

80%

KiwiSaver (Employees)

94%

70%

Student loan

82%

58%

No social policy

88%

74%

Overall satisfaction (Businesses)

99%

88%

SMEs

98%

86%

Large enterprises

98%

90%

Tax agents*

100%

87%

Not for profits*

100%

92%

*Denotes small sample size

Perceptions about us

This table shows the perceptions of members of the public on a scale of one to five. Three to five represented "good" and four to five represented "very good".

Public perception

3 - 5 rating
Good

4 - 5 rating
Very good

Inland Revenue's quality of service

76%

36%

Trust in Inland Revenue

86%

53%

Inland Revenue treats people fairly

77%

48%

Operationally effective

80%

52%

Confidence that Inland Revenue does a good job

90%

62%

This table shows the perceptions of our ‘recent contact’ customers. Three to five represented "good" and four to five represented "very good".

Customer perception

3 - 5 rating
Good

4 - 5 rating
Very good

Trust in Inland Revenue

90%

60%

Inland Revenue treats people fairly

81%

55%

Operationally effective

85%

60%

Confidence that Inland Revenue does a good job

90%

66%

 


Date published: 14 Feb 2012

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