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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 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%