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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 89% 73%
Accessibility and convenience1 87% 72%
Being treated fairly 89% 79%
Personable and knowledgeable staff 87% 74%
Staff follow up 84% 72%
Having an appropriate outcome 86% 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) 88% 72%
Working for families 90% 77%
Child support 80% 60%
KiwiSaver (Employees) 93% 73%
Student loan` 92% 76%
Overall satisfaction (Businesses) 91% 74%
SMEs 94% 71%
Large enterprises 91% 83%
Tax agents 90% 77%
Not for profits 85% 64%

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 services

Satisfaction attribute 3 - 5 rating
(satisfied)
4 - 5 rating
(very satisfied)
Overall satisfaction 92% 81%
Website easy to use 83% 68%
Quality of information 87% 80%
Accessibility and Convenience 92% 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% 79%
Working for families 85% 74%
Child support 83% 65%
KiwiSaver (Employees) 95% 86%
Student loan 93% 82%
No social policy 98% 91%
Overall satisfaction (Businesses) 94% 83%
SMEs 94% 83%
Large enterprises 92% 85%
Tax agents 94% 77%
Not for profits 94% 85%

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% 44%
Inland Revenue treats people fairly 73% 41%
Operationally effective 74% 34%
Confidence that Inland Revenue does a good job 82% 53%

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 84% 57%
Confidence that Inland Revenue does a good job 95% 77%