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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 78% 59%
Accessibility and convenience 71% 53%
Personable and knowledgeable staff 81% 68%
Having an appropriate outcome 82% 68%

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) 75% 58%
Working for families 84% 69%
Child support 66% 53%
KiwiSaver (Employees) 79% 63%
Student loan 78% 58%
No social policy 62% 31%
Overall satisfaction (Businesses) 81% 60%
SMEs 80% 62%
Significant enterprises 79% 60%
Tax agents 84% 51%
Not for profits 81% 69%

Online customers

Overall satisfaction with services

Satisfaction attribute 3 - 5 rating
(satisfied)
4 - 5 rating
(very satisfied)
Overall satisfaction 85% 70%
Website easy to use 78% 62%
Accessibility and Convenience 85% 75%
Confident systems were secure 94% 86%

Satisfaction with service quality - different customer groups

Customer group 3 - 5 rating
(satisfied)
4 - 5 rating
(very satisfied)
Overall satisfaction (Individuals) 86% 69%
Working for families 90% 73%
Child support 77% 63%
KiwiSaver (Employees) 85% 66%
Student loan 87% 70%
No social policy 91% 72%
Overall satisfaction (Businesses) 85% 71%
SMEs 89% 79%
Significant enterprises 84% 67%
Tax agents 84% 55%
Not for profits 80% 72%

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 91% 65%
Operationally effective 78% 43%
Confidence that Inland Revenue does a good job 92% 64%

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 92% 71%
Operationally effective 81% 52%
Confidence that Inland Revenue does a good job 92% 73%