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Voice and correspondence customers

Overall satisfaction with our services

Our customers rated our services on a scale of one to five. Three to five represented "satisfied" and four to five represented "very satisfied".

Satisfaction attribute 3 - 5 rating
(satisfied)
4 - 5 rating
(very satisfied)
Overall satisfaction 87% 72%
Accessibility and convenience1 86% 72%
Being treated fairly 87% 77%
Personable and knowledgeable staff 87% 64%
Staff follow up 84% 72%
Having an appropriate outcome 85% 71%

Satisfaction with our service quality - different customer groups

Our customers rated our services on a scale of one to five. Three to five represented "satisfied" and four to five represented "very satisfied".

Customer group 3 - 5 rating
(satisfied)
4 - 5 rating
(very satisfied)
Overall satisfaction (Individuals) 86% 71%
Working for families 86% 73%
Child support 79% 59%
KiwiSaver (Employees) 90% 78%
Student loan 89% 77%
No social policy 88% 75%
Overall satisfaction (Businesses) 90% 77%
SMEs 85% 68%
Large enterprises 88% 76%
Tax agents 90% 77%
Not for profits 84% 66%

1 This 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 our service

Satisfaction attribute 3 - 5 rating
(satisfied)
4 - 5 rating
(very satisfied)
Overall satisfaction 92% 81%
Website easy to use 85% 70%
Quality of information 88% 81%
Accessibility and Convenience 93% 84%
Confident systems were secure 95% 86%

Satisfaction with service quality - different customer groups

Customer group 3 - 5 rating
(satisfied)
4 - 5 rating
(very satisfied)
Overall satisfaction (Individuals) 90% 77%
Working for families 88% 75%
Child support 82% 67%
KiwiSaver (Employees) 93% 81%
Student loan 92% 81%
No social policy 96% 86%
Overall satisfaction (Businesses) 94% 84%
SMEs 95% 86%
Large enterprises 96% 86%
Tax agents 91% 79%
Not for profits 94% 85%

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 83% 50%
Inland Revenue treats people fairly 79% 46%
Operationally effective 73% 36%
Confidence that Inland Revenue does a good job 86% 55%

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 94% 71%
Operationally effective 84% 57%
Confidence that Inland Revenue does a good job 95% 76%