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 | 84% | 71% |
| Accessibility and convenience1 | 86% | 73% |
| Being treated fairly | 87% | 77% |
| Personable and knowledgeable staff | 87% | 74% |
| Staff follow up | 84% | 70% |
| Having an appropriate outcome | 84% | 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) | 83% | 72% |
| Working for families | 87% | 82% |
| Child support | 76% | 59% |
| KiwiSaver (Employees) | 95% | 88% |
| Student loan | 82% | 69% |
| No social policy | 85% | 71% |
| Overall satisfaction (Businesses) | 86% | 70% |
| SMEs | 82% | 67% |
| Large enterprises | 90% | 64% |
| Tax agents | 90% | 74% |
| Not for profits | 84% | 75% |
Online customers
Overall satisfaction with services
| Satisfaction attribute | 3 - 5 rating (satisfied) |
4 - 5 rating (very satisfied) |
|---|---|---|
| Overall satisfaction | 90% | 77% |
| Website easy to use | 83% | 66% |
| Quality of information | 87% | 77% |
| Accessibility and Convenience | 91% | 82% |
| 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) | 88% | 76% |
| Working for families | 91% | 84% |
| Child support | 82% | 65% |
| KiwiSaver (Employees) | 91% | 88% |
| Student loan | 87% | 66% |
| No social policy | 90% | 80% |
| Overall satisfaction (Businesses) | 91% | 78% |
| SMEs | 92% | 79% |
| Large enterprises | 94% | 81% |
| Tax agents | 84% | 68% |
| Not for profits | 91% | 81% |
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 | 86% | 54% |
| Inland Revenue treats people fairly | 85% | 47% |
| Operationally effective | 81% | 41% |
| Confidence that Inland Revenue does a good job | 92% | 58% |
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.
| Public perception | 3 - 5 rating (good) |
4 - 5 rating (very good) |
|---|---|---|
| Trust in Inland Revenue | 86% | 54% |
| Inland Revenue treats people fairly | 85% | 47% |
| Operationally effective | 81% | 41% |
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