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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 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%
Last updated: 28 Apr 2021
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