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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 83% 67%
Accessibility and convenience1 80% 65%
Being treated fairly 86% 76%
Personable and knowledgeable staff 86% 74%
Staff follow up 82% 71%
Having an appropriate outcome 82% 68%

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) 82% 68%
Working for families 82% 75%
Child support 78% 62%
KiwiSaver (Employees) 86% 72%
Student loan 88% 69%
No social policy 79% 58%
Overall satisfaction (Businesses) 83% 65%
SMEs 87% 67%
Large enterprises 83% 65%
Tax agents 79% 66%
Not for profits 79% 62%

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 87% 74%
Website easy to use 80% 65%
Quality of information 86% 76%
Accessibility and Convenience 88% 79%
Confident systems were secure 94% 83%

Satisfaction with service quality - different customer groups

Customer group 3 - 5 rating
(satisfied)
4 - 5 rating
(very satisfied)
Overall satisfaction (Individuals) 88% 73%
Working for families 85% 75%
Child support 82% 68%
KiwiSaver (Employees) 88% 76%
Student loan 91% 70%
No social policy 88% 79%
Overall satisfaction (Businesses) 86% 76%
SMEs 91% 79%
Large enterprises 92% 76%
Tax agents 77% 72%
Not for profits 78% 72%

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 91% 57%
Inland Revenue treats people fairly 78% 51%
Operationally effective 74% 40%
Confidence that Inland Revenue does a good job 90% 58%

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 91% 57%
Inland Revenue treats people fairly 78% 51%
Operationally effective 74% 40%
Confidence that Inland Revenue does a good job 90% 58%