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Voice and correspondence customers

Our customers rated us on a scale of 1 to 5. Three to 5 represented satisfied and 4 to 5 represented very satisfied.

Overall satisfaction with our services

Satisfaction attribute 3 - 5 rating
(satisfied)
4 - 5 rating
(very satisfied)
Overall satisfaction 86% 73%
Accessibility and convenience1 84% 70%
Being treated fairly 87% 77%
Personable and knowledgeable staff 87% 75%
Staff follow up 84% 72%
Having an appropriate outcome 84% 70%

Satisfaction with our service quality - different customer groups

Our customers rated us on a scale of 1 to 5. Three to 5 represented satisfied and 4 to 5 represented very satisfied.

Customer group 3 - 5 rating
(satisfied)
4 - 5 rating
(very satisfied)
Overall satisfaction (Individuals) 85% 71%
Working for families 85% 74%
Child support 80% 60%
KiwiSaver (Employees) 93% 78%
Student loan 84% 76%
Overall satisfaction (Businesses) 97% 77%
SMEs 89% 83%
Large enterprises 80% 68%
Tax agents 89% 79%
Not for profits 88% 70%

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 93% 83%
Website easy to use 86% 70%
Quality of information 91% 84%
Accessibility and Convenience 92% 84%
Confident systems were secure 96% 88%

Satisfaction with service quality - different customer groups

Customer group 3 - 5 rating
(satisfied)
4 - 5 rating
(very satisfied)
Overall satisfaction (Individuals) 93% 79%
Working for families 92% 77%
Child support 86% 69%
KiwiSaver (Employees) 95% 83%
Student loan 93% 81%
No social policy 100% 88%
Overall satisfaction (Businesses) 94% 87%
SMEs 93% 87%
Large enterprises 94% 89%
Tax agents 95% 82%
Not for profits 94% 90%

Perceptions about us

This table shows the perceptions of our customers who have recent contact with us, through either voice, correspondence or online channels.

Our customers rate us on a scale of 1 to 5. Three to 5 represented good and 4 to 5 represented very good.

Public perception 3 - 5 rating
(good)
4 - 5 rating
(very good)
Trust in Inland Revenue 82% 49%
Inland Revenue treats people fairly 81% 49%
Operationally effective 76% 42%
Confidence that Inland Revenue does a good job 88% 54%

This table shows the perceptions of our customers who have recent contact with us, through either voice, correspondence or online channels.

Our customers rate us on a scale of 1 to 5. Three to 5 represented good and 4 to 5 represented very good.

Public perception 3 - 5 rating
(good)
4 - 5 rating
(very good)
Trust in Inland Revenue 94 72
Operationally effective 87% 59%
Confidence that Inland Revenue does a good job 95% 74%