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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 85% 70%
Accessibility and convenience1 86% 73%
Being treated fairly 87% 76%
Personable and knowledgeable staff 86% 73%
Staff follow up 83% 71%
Having an appropriate outcome 84% 71%

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) 84% 69%
Working for families 82% 67%
Child support 79% 58%
KiwiSaver (Employees) 85% 79%
Student loan 86% 73%
Overall satisfaction (Businesses) 87% 73%
SMEs 86% 79%
Large enterprises 87% 61%
Tax agents 89% 76%
Not for profits 85% 65%

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 91% 81%
Website easy to use 84% 71%
Quality of information 87% 79%
Accessibility and Convenience 92% 84%
Confident systems were secure 95% 88%

Satisfaction with service quality - different customer groups

Customer group 3 - 5 rating
(satisfied)
4 - 5 rating
(very satisfied)
Overall satisfaction (Individuals) 87% 75%
Working for families 87% 72%
Child support 83% 67%
KiwiSaver (Employees) 85% 70%
Student loan 91% 82%
No social policy 90% 87%
Overall satisfaction (Businesses) 94% 85%
SMEs 96% 91%
Large enterprises 99% 84%
Tax agents 84% 78%
Not for profits 92% 79%

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 87% 58%
Inland Revenue treats people fairly 85% 54%
Operationally effective 74% 38%
Confidence that Inland Revenue does a good job 89% 63%

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% 70%
Operationally effective 84% 57%
Confidence that Inland Revenue does a good job 94% 77%