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Voice and correspondence customers

Overall satisfaction with our services

Our customers rated our services on a scale of 1 to 5. Three to 5 represented satisfied and 4 to 5 represented very satisfied.

Satisfaction attribute 3 - 5 rating
(satisfied)
4 - 5 rating
(very satisfied)
Overall satisfaction 82% 66%
Accessibility and convenience 79% 65%
Personable and knowledgeable staff 84% 74%
Having an appropriate outcome 83% 71%

Satisfaction with our service quality - different customer groups

Our customers rated our services on a scale of 1 to 5. Three to 5 represented satisfied and four to five represented very satisfied.

Customer group 3 - 5 rating
(satisfied)
4 - 5 rating
(very satisfied)
Overall satisfaction (Individuals) 87% 67%
Working for families 87% 74%
Child support 83% 49%
KiwiSaver (Employees) 98% 90%
Student loan 89% 76%
No social policy 82% 50%
Overall satisfaction (Businesses) 77% 65%
SMEs 80% 68%
Significant segment 74% 64%
Tax agents 76% 63%
Not for profits 73% 66%

Online customers

Overall satisfaction with services

Satisfaction attribute 3 - 5 rating
(satisfied)
4 - 5 rating
(very satisfied)
Overall satisfaction 88% 77%
Website easy to use 81% 66%
Accessibility and Convenience 89% 79%
Confident systems were secure 95% 85%
Student loan 89% 76%

Satisfaction with service quality - different customer groups

Customer group 3 - 5 rating
(satisfied)
4 - 5 rating
(very satisfied)
Overall satisfaction (Individuals) 91% 81%
Working for families 85% 78%
Child support 90% 74%
KiwiSaver (Employees) 97% 88%
Student loan 94% 85%
No social policy 93% 80%
Overall satisfaction (Businesses) 86% 73%
SMEs 86% 74%
Significant segment2 81% 67%
Tax agents 83% 70%
Not for profits 91% 77%