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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 84% 69%
Accessibility and convenience1 83% 69%
Being treated fairly 86% 76%
Personable and knowledgeable staff 86% 62%
Staff follow up 82% 70%
Having an appropriate outcome 83% 69%

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) 84% 70%
Working for families 85% 74%
Child support 78% 62%
KiwiSaver (Employees) 89% 77%
Student loan 87% 70%
No social policy 87% 71%
Overall satisfaction (Businesses) 84% 68%
SMEs 85% 68%
Large enterprises 84% 66%
Tax agents 84% 71%
Not for profits 83% 66%

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 our service

Satisfaction attribute 3 - 5 rating
(satisfied)
4 - 5 rating
(very satisfied)
Overall satisfaction 89% 77%
Website easy to use 82% 66%
Quality of information 87% 77%
Accessibility and Convenience 90% 81%
Confident systems were secure 94% 85%

Satisfaction with service quality - different customer groups

Customer group 3 - 5 rating
(satisfied)
4 - 5 rating
(very satisfied)
Overall satisfaction (Individuals) 89% 75%
Working for families 91% 80%
Child support 82% 65%
KiwiSaver (Employees) 93% 81%
Student loan 90% 75%
No social policy 89% 77%
Overall satisfaction (Businesses) 90% 79%
SMEs 90% 79%
Large enterprises 93% 80%
Tax agents 84% 74%
Not for profits 90% 81%

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 89% 57%
Inland Revenue treats people fairly 81% 50%
Operationally effective 77% 42%
Confidence that Inland Revenue does a good job 90% 60%

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 93% 71%
Operationally effective 83% 56%
Confidence that Inland Revenue does a good job 94% 76%