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 | 87% | 71% |
| Accessibility and convenience | 80% | 65% |
| Personable and knowledgeable staff | 86% | 74% |
| Having an appropriate outcome | 87% | 75% |
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) | 87% | 73% |
| Working for families | 86% | 73% |
| Child support | 82% | 62% |
| KiwiSaver (Employees) | 93% | 88% |
| Student loan | 90% | 73% |
| No social policy | 93% | 90% |
| Overall satisfaction (Businesses) | 85% | 70% |
| SMEs | 88% | 73% |
| Large enterprises | 88% | 78% |
| Tax agents | 87% | 67% |
| Not for profits | 74% | 58% |
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 | 92% | 81% |
| Website easy to use | 84% | 68% |
| Accessibility and Convenience | 91% | 81% |
| Confident systems were secure | 94% | 85% |
| Student loan | 92% | 72% |
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) | 90% | 80% |
| Working for families | 91% | 85% |
| Child support | 83% | 71% |
| KiwiSaver (Employees) | 94% | 90% |
| Student loan | 95% | 82% |
| No social policy | 81% | 75% |
| Overall satisfaction (Businesses) | 93% | 82% |
| SMEs | 97% | 84% |
| Significant segment2 | 95% | 88% |
| Tax agents | 88% | 71% |
| Not for profits | 89% | 81% |
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 | 88% | 57% |
| Operationally effective | 81% | 43% |
| Confidence that Inland Revenue does a good job | 91% | 61% |
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% | 71% |
| Operationally effective | 83% | 54% |
| Confidence that Inland Revenue does a good job | 94% | 75% |
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