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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 80% 63%
Accessibility and convenience 71% 54%
Personable and knowledgeable staff 85% 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) 83% 65%
Working for families 83% 68%
Child support 72% 49%
KiwiSaver (Employees) 83% 73%
Student loan 96% 74%
No social policy 85% 80%
Overall satisfaction (Businesses) 76% 60%
SMEs 78% 66%
Significant enterprises 76% 58%
Tax agents 72% 54%
Not for profits 78% 56%

Online customers

Overall satisfaction with services

Satisfaction attribute 3 - 5 rating
(satisfied)
4 - 5 rating
(very satisfied)
Overall satisfaction 90% 76%
Website easy to use 83% 67%
Accessibility and Convenience 88% 77%
Confident systems were secure 95% 85%

Satisfaction with service quality - different customer groups

Customer group 3 - 5 rating
(satisfied)
4 - 5 rating
(very satisfied)
Overall satisfaction (Individuals) 90% 76%
Working for families 87% 75%
Child support 85% 56%
KiwiSaver (Employees) 93% 86%
Student loan 94% 80%
No social policy 89% 86%
Overall satisfaction (Businesses) 90% 75%
SMEs 93% 79%
Significant enterprises 89% 76%
Tax agents 82% 58%
Not for profits 91% 78%

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 92% 60%
Operationally effective 82% 52%
Confidence that Inland Revenue does a good job 90% 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 93% 72%
Operationally effective 82% 55%
Confidence that Inland Revenue does a good job 94% 73%