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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 88% 77%
Accessibility and convenience 84% 74%
Personable and knowledgeable staff NM NM
Having an appropriate outcome NM NM

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) 89% 77%
Working for families 97% 85%
Child support 77% 62%
KiwiSaver (Employees) 85% 70%
Student loan 100% 91%
No social policy 89% 89%
Overall satisfaction (Businesses) 85% 76%
SMEs 89% 83%
Significant enterprises 92% 69%
Tax agents 75% 75%
Not for profits 82% 64%

Online customers

Overall satisfaction with services

Satisfaction attribute 3 - 5 rating
(satisfied)
4 - 5 rating
(very satisfied)
Overall satisfaction 92% 79%
Website easy to use 88% 72%
Accessibility and Convenience 90% 80%
Confident systems were secure NM NM

Satisfaction with service quality - different customer groups

Customer group 3 - 5 rating
(satisfied)
4 - 5 rating
(very satisfied)
Overall satisfaction (Individuals) 90% 74%
Working for Families 93% 71%
Child support 81% 70%
KiwiSaver (Employees) 91% 78%
Student loan 95% 79%
No social policy 89% 78%
Overall satisfaction (Businesses) 93% 83%
SMEs 94% 86%
Significant enterprises 94% 87%
Tax agents 89% 67%
Not for profits 96% 86%

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 81% 38%
Confidence that Inland Revenue does a good job 92% 67%

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% 79%
Operationally effective 87% 58%
Confidence that Inland Revenue does a good job 95% 81%