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Voice and correspondence customers

Overall satisfaction with our services

Our customers rated our services on a scale of 1 to 5. Three to 5 represented satisfied and 4 to 5 represented very satisfied.

Satisfaction attribute 3 - 5 rating
(satisfied)
4 - 5 rating
(very satisfied)
Overall satisfaction 86% 71%
Accessibility and convenience1 86% 73%
Being treated fairly 87% 77%
Personable and knowledgeable staff 86% 72%
Staff follow up 82% 70%
Having an appropriate outcome 85% 69%

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 our services on a scale of 1 to 5. Three to 5 represented satisfied and four to five represented very satisfied.

Customer group 3 - 5 rating
(satisfied)
4 - 5 rating
(very satisfied)
Overall satisfaction (Individuals) 88% 72%
Working for families 89% 71%
Child support 77% 64%
KiwiSaver (Employees) 93% 81%
Student loan 96% 79%
No social policy 89% 72%
Overall satisfaction (Businesses) 84% 68%
SMEs 86% 68%
Large enterprises 77% 67%
Tax agents 84% 73%
Not for profits 86% 67%

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 85% 69%
Quality of information 87% 79%
Accessibility and Convenience 92% 84%
Confident systems were secure 93% 86%

Satisfaction with service quality - different customer groups

Our customers rated our services on a scale of 1 to 5. Three to 5 represented satisfied and four to five represented very satisfied.

Customer group 3 - 5 rating
(satisfied)
4 - 5 rating
(very satisfied)
Overall satisfaction (Individuals) 92% 78%
Working for families 91% 80%
Child support 82% 63%
KiwiSaver (Employees) 95% 85%
Student loan 97% 84%
No social policy 96% 78%
Overall satisfaction (Businesses) 92% 83%
SMEs 91% 80%
Large enterprises 92% 86%
Tax agents 89% 83%
Not for profits 97% 85%

Perceptions about us

This table show the perceptions of members of the public on a scale of 1 to 5. Three to 5 represented good, 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 80% 50%
Operationally effective 78% 45%
Confidence that Inland Revenue does a good job 88% 61%
Student loan 97% 84%
No social policy 96% 78%

This table shows the perceptions of our customers who have recent contact with us, through either voice correspondence or online channels, 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 93% 72%
Operationally effective 84% 57%
Confidence that Inland Revenue does a good job 95% 78%