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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 84% 68%
Accessibility and convenience1 81% 66%
Being treated fairly 85% 76%
Personable and knowledgeable staff 86% 72%
Staff follow up 83% 70%
Having an appropriate outcome 85% 69%

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% 68%
Working for families 79% 64%
Child support 84% 65%
KiwiSaver (Employees) 85% 80%
Student loan 86% 68%
No social policy 78% 67%
Overall satisfaction (Businesses) 86% 68%
SMEs 84% 71%
Large enterprises1 86% 67%
Tax agents 86% 66%
Not for profits 88% 63%

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% 76%
Website easy to use 81% 66%
Quality of information 90% 80%
Accessibility and Convenience 88% 78%
Confident systems were secure 95% 88%

Satisfaction with service quality - different customer groups

Customer group 3 - 5 rating
(satisfied)
4 - 5 rating
(very satisfied)
Overall satisfaction (Individuals) 89% 76%
Working for families 92% 77%
Child support 82% 68%
KiwiSaver (Employees) 93% 78%
Student loan 91% 81%
No social policy 83% 72%
Overall satisfaction (Businesses) 91% 75%
SMEs 88% 73%
Large enterprises 95% 83%
Tax agents 91% 70%
Not for profits 91% 75%

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 92% 61%
Inland Revenue treats people fairly 85% 46%
Operationally effective 83% 33%
Confidence that Inland Revenue does a good job 94% 66%

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 92% 70%
Operationally effective 81% 52%
Confidence that Inland Revenue does a good job 94% 75%