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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%