Skip to main content

COVID-19 - Level 2 If you have been affected by COVID-19, we may be able to help. Find out more

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 87% 74%
Accessibility and convenience1 86% 73%
Being treated fairly 87% 77%
Personable and knowledgeable staff 88% 74%
Staff follow up 83% 71%
Having an appropriate outcome 85% 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) 86% 73%
Working for families 86% 74%
Child support 78% 60%
KiwiSaver (Employees) 92% 81%
Student loan` 94% 83%
Overall satisfaction (Businesses) 89% 76%
SMEs 91% 77%
Large enterprises 93% 86%
Tax agents 90% 76%
Not for profits 76% 65%

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 93% 80%
Website easy to use 85% 70%
Quality of information 88% 80%
Accessibility and Convenience 94% 85%
Confident systems were secure 94% 84%

Satisfaction with service quality - different customer groups

Customer group 3 - 5 rating
(satisfied)
4 - 5 rating
(very satisfied)
Overall satisfaction (Individuals) 90% 76%
Working for families 90% 76%
Child support 77% 66%
KiwiSaver (Employees) 94% 84%
Student loan 93% 77%
No social policy 97% 79%
Overall satisfaction (Businesses) 96% 83%
SMEs 96% 83%
Large enterprises 97% 85%
Tax agents 93% 78%
Not for profits 97% 86%

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 80% 49%
Inland Revenue treats people fairly 76% 40%
Operationally effective 70% 30%
Confidence that Inland Revenue does a good job 85% 51%

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% 71%
Operationally effective 83% 56%
Confidence that Inland Revenue does a good job 94% 77%