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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 84% 67%
Accessibility and convenience 81% 67%
Personable and knowledgeable staff 85% 73%
Having an appropriate outcome 86% 74%

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% 67%
Working for families 90% 77%
Child support 78% 55%
KiwiSaver (Employees) 91% 72%
Student loan 86% 63%
No social policy 100% 86%
Overall satisfaction (Businesses) 80% 65%
SMEs 86% 70%
Significant segment 1 67% 49%
Tax agents 86% 72%
Not for profits 73% 64%

1This is an overall indicator of accessibility and convenience that is used from this quarter and onwards. This replaced 'Being able to access services' in past quarterly reports.

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 86% 68%
Accessibility and Convenience 92% 81%
Confident systems were secure 95% 87%
Student loan 86% 63%

Satisfaction with 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) 92% 79%
Working for families 94% 85%
Child support 90% 69%
KiwiSaver (Employees) 90% 76%
Student loan 91% 80%
No social policy 96% 85%
Overall satisfaction (Businesses) 88% 79%
SMEs 87% 76%
Significant segment 2 90% 77%
Tax agents 80% 71%
Not for profits 95% 88%

Perceptions about us

This table show the perceptions of members of the public on a scale of 1 to 5. Three to 5 represented good, 4 to 5 represented very good.

Public perception 3 - 5 rating
(good)
4 - 5 rating
(very good)
Trust in Inland Revenue 85% 55%
Operationally effective 81% 34%
Confidence that Inland Revenue does a good job 85% 62%
KiwiSaver (Employees) 90% 76%

This table shows the perceptions of our customers who have recent contact with us, through either voice correspondence or online channels, on a scale of 1 to 5. Three to 5 represented good and 4 to 5 represented very good.

Customer perception 3 - 5 rating
(good)
4 - 5 rating
(very good)
Trust in Inland Revenue 94% 79%
Operationally effective 86% 63%
Confidence that Inland Revenue does a good job 97% 80%