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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 86% 75%
Accessibility and convenience 78% 66%
Personable and knowledgeable staff 82% 72%
Having an appropriate outcome 83% 72%

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) 86% 76%
Working for families 82% 74%
Child support 85% 72%
KiwiSaver (Employees) 83% 78%
Student loan 97% 85%
No social policy 82% 82%
Overall satisfaction (Businesses) 86% 72%
SMEs 89% 76%
Significant enterprises 76% 62%
Tax agents 100% 100%
Not for profits 86% 62%

Online customers

Overall satisfaction with services

Satisfaction attribute 3 - 5 rating
(satisfied)
4 - 5 rating
(very satisfied)
Overall satisfaction 90% 79%
Website easy to use 87% 71%
Accessibility and Convenience 89% 81%
Confident systems were secure 94% 85%

Satisfaction with service quality - different customer groups

Customer group 3 - 5 rating
(satisfied)
4 - 5 rating
(very satisfied)
Overall satisfaction (Individuals) 88% 80%
Working for Families 89% 87%
Child support 83% 72%
KiwiSaver (Employees) 91% 83%
Student loan 88% 75%
No social policy 91% 89%
Overall satisfaction (Businesses) 91% 77%
SMEs 90% 79%
Significant enterprises 85% 72%
Tax agents 100% 80%
Not for profits 89% 76%

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)
Trust in Inland Revenue 87% 54%
Operationally effective 78% 45%
Confidence that Inland Revenue does a good job 91% 59%

This table shows the perceptions of our customers who have recent contact with us, through either voice, correspondence, or online channels. 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 94% 73%
Operationally effective 86% 62%
Confidence that Inland Revenue does a good job 95% 78%