Voice and correspondence customers
Our customers rated our services on a scale of one to five. Three to five represented "satisfied" and four to five represented "very satisfied".
| Satisfaction attribute | 3 - 5 rating (satisfied) |
4 - 5 rating (very satisfied) |
|---|---|---|
| Overall satisfaction | 85% | 71% |
| Accessibility and convenience | 82% | 68% |
| Being treated fairly | 86% | 76% |
| Personable and knowledgeable staff | 86% | 72% |
| Staff follow up | 83% | 71% |
| Having an appropriate outcome | 85% | 70% |
Satisfaction with our service quality - different customer groups
Our customers rated our services on a scale of one to five. Three to five represented "satisfied" and four to five represented "very satisfied".
| Customer group | 3 - 5 rating (satisfied) |
4 - 5 rating (very satisfied) |
|---|---|---|
| Overall satisfaction (Individuals) | 83% | 69% |
| Working for families | 85% | 72% |
| Child support | 75% | 56% |
| KiwiSaver (Employees) | 79% | 63% |
| Student loan | 89% | 76% |
| No social policy | 91% | 84% |
| Overall satisfaction (Businesses) | 87% | 73% |
| SMEs | 85% | 73% |
| Significant segment1 | 91% | 77% |
| Tax agents | 90% | 75% |
| Not for profits | 85% | 68% |
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 | 90% | 78% |
| Website easy to use | 87% | 72% |
| Quality of information | 88% | 81% |
| Accessibility and Convenience | 91% | 81% |
| Confident systems were secure | 94% | 86% |
Satisfaction with service quality - different customer groups
| Customer group | 3 - 5 rating (satisfied) | 4 - 5 rating (very satisfied) |
|---|---|---|
| Overall satisfaction (Individuals) | 89% | 73% |
| Working for families | 89% | 77% |
| Child support | 86% | 68% |
| KiwiSaver (Employees) | 92% | 80% |
| Student loan | 87% | 66% |
| No social policy | 92% | 83% |
| Overall satisfaction (Businesses) | 92% | 83% |
| SMEs | 94% | 88% |
| Significant segment2 | 94% | 86% |
| Tax agents | 81% | 68% |
| Not for profits | 93% | 82% |
Perceptions of us
This table shows the perceptions of members of the public on a scale of one to five. Three to five represented "good" and four to five represented "very good".
| Public perception | 3 - 5 rating (good) |
4 - 5 rating (very good) |
|---|---|---|
| Trust in Inland Revenue | 81% | 56% |
| Inland Revenue treats people fairly | 81% | 47% |
| Operationally effective | 70% | 35% |
| Confidence that Inland Revenue does a good job | 85% | 55% |
This table shows the perceptions of our customers who have recent contact with us, through either voice, correspondence or online channels. Three to five represented "good" and four to five represented "very good".
| Customer perception | 3 - 5 rating (good) |
4 - 5 rating (very good) |
|---|---|---|
| Trust in Inland Revenue | 94% | 75% |
| Operationally effective | 85% | 58% |
| Confidence that Inland Revenue does a good job | 95% | 78% |
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