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 | 81% | 65% |
| Accessibility and convenience | 79% | 66% |
| Being treated fairly | 84% | 72% |
| Personable and knowledgeable staff | 83% | 69% |
| Staff follow up | 82% | 71% |
| Having an appropriate outcome | 80% | 69% |
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.
| Satisfaction attribute | 3 - 5 rating (satisfied) |
4 - 5 rating (very satisfied) |
|---|---|---|
| Overall satisfaction - Individuals | 79% | 66% |
| Working for families | 80% | 68% |
| Child support | 74% | 62% |
| KiwiSaver - Employees | 79% | 71% |
| Student loan | 83% | 67% |
| No social policy | 83% | 67% |
| Overall satisfaction - Businesses | 84% | 63% |
| SMEs | 85% | 64% |
| Significant segment1 | 85% | 67% |
| Tax agents | 78% | 56% |
| Not for profits | 85% | 67% |
1Our CS&P survey reporting now uses the term ‘Significant segment’ in place of the term ‘Large enterprises’.
Online customers
Overall satisfaction with services
| Satisfaction attribute | 3 - 5 rating (satisfied) |
4 - 5 rating (very satisfied) |
|---|---|---|
| Overall satisfaction | 86% | 76% |
| Website easy to use | 83% | 68% |
| Accessible and convenient | 90% | 80% |
| Confident systems were secure | 96% | 88% |
Satisfaction with service quality - different customer groups
| Satisfaction attribute | 3 - 5 rating (satisfied) |
4 - 5 rating (very satisfied) |
|---|---|---|
| Overall satisfaction - Individuals | 86% | 76% |
| Working for families | 83% | 70% |
| Child support | 80% | 72% |
| KiwiSaver - Employees | 93% | 81% |
| Student loan | 93% | 83% |
| No social policy | 79% | 76% |
| Overall satisfaction - Businesses | 87% | 75% |
| SMEs | 90% | 78% |
| Significant segment | 87% | 76% |
| Tax agents | 80% | 67% |
| Not for profits | 86% | 77% |
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) |
|---|---|---|
| Tust in Inland Revenue | 92% | 58% |
| Inland Revenue treats people fairly | 82% | 50% |
| Operationally effective | 76% | 39% |
| Confidence that Inland Revenue does a good job | 92% | 62% |
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) |
|---|---|---|
| Tust in Inland Revenue | 94% | 74% |
| Operationally effective | 84% | 58% |
| Confidence that Inland Revenue does a good job | 95% | 80% |
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