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% |
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