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 |
4 - 5 rating |
|---|---|---|
| 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 |
4 - 5 rating |
|---|---|---|
| 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 |
4 - 5 rating |
|---|---|---|
| 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 |
4 - 5 rating |
|---|---|---|
| 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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