Skip to main content

COVID-19 - Level 1 If you've been affected by COVID-19, we may be able to help. Find out more

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 84% 66%
Accessibility and convenience 75% 58%
Personable and knowledgeable staff 86% 74%
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) 81% 65%
Working for families 83% 65%
Child support 79% 60%
KiwiSaver (Employees) 81% 56%
Student loan 80% 70%
No social policy 88% 83%
Overall satisfaction (Businesses) 87% 66%
SMEs 86% 70%
Significant enterprises 75% 64%
Tax agents 92% 58%
Not for profits 90% 72%

Online customers

Overall satisfaction with services

Satisfaction attribute 3 - 5 rating
(satisfied)
4 - 5 rating
(very satisfied)
Overall satisfaction 90% 77%
Website easy to use 83% 67%
Accessibility and Convenience 87% 78%
Confident systems were secure 95% 87%

Satisfaction with service quality - different customer groups

Customer group 3 - 5 rating
(satisfied)
4 - 5 rating
(very satisfied)
Overall satisfaction (Individuals) 88% 72%
Working for families 90% 70%
Child support 81% 61%
KiwiSaver (Employees) 91% 72%
Student loan 90% 80%
No social policy 89% 82%
Overall satisfaction (Businesses) 91% 81%
SMEs 89% 82%
Significant enterprises 92% 82%
Tax agents 93% 77%
Not for profits 94% 83%

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% 57%
Operationally effective 76% 40%
Confidence that Inland Revenue does a good job 87% 60%

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% 71%
Operationally effective 84% 57%
Confidence that Inland Revenue does a good job 94% 76%