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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 81% 67%
Being treated fairly 85% 74%
Personable and knowledgeable staff 84% 69%
Staff follow up 81% 68%
Having an appropriate outcome 83% 68%

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.

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) 83% 67%
Working for families 81% 66%
Child support 80% 65%
KiwiSaver (Employees) 82% 69%
Student loan 83% 64%
No social policy 96% 81%
Overall satisfaction (Businesses) 83% 68%
SMEs 83% 68%
Large enterprises 85% 67%
Tax agents 83% 71%
Not for profits 82% 62%

Online customers

Overall satisfaction with services

Satisfaction attribute 3 - 5 rating
(satisfied)
4 - 5 rating
(very satisfied)
Overall satisfaction 89% 77%
Website easy to use 80% 66%
Quality of information 87% 77%
Accessibility and Convenience 89% 80%
Confident systems were secure 96% 85%

Satisfaction with service quality - different customer groups

Customer group 3 - 5 rating
(satisfied)
4 - 5 rating
(very satisfied)
Overall satisfaction (Individuals) 88% 75%
Working for families 95% 81%
Child support 83% 63%
KiwiSaver (Employees) 88% 76%
Student loan 87% 79%
No social policy 83% 73%
Overall satisfaction (Businesses) 90% 78%
SMEs 86% 78%
Large enterprises 95% 78%
Tax agents 86% 68%
Not for profits 94% 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 89% 58%
Inland Revenue treats people fairly 82% 52%
Operationally effective 75% 44%
Confidence that Inland Revenue does a good job 91% 64%

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.

Customer perception 3 - 5 rating
(good)
4 - 5 rating
(very good)
Trust in Inland Revenue 94% 73%
Operationally effective 85% 57%
Confidence that Inland Revenue does a good job 95% 76%