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Voice and correspondence customers

Overall satisfaction with our services

Our customers rated our services 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 86% 72%
Accessibility and convenience 84% 71%
Being treated fairly 86% 77%
Personable and knowledgeable staff 86% 73%
Staff follow up 84% 73%
Having an appropriate outcome 83% 70%

Satisfaction with our service quality - different customer groups

Our customers rated our services on a scale of 1 to 5. Three to 5 represented satisfied and four to five represented very satisfied.

Customer group 3 - 5 rating
(satisfied)
4 - 5 rating
(very satisfied)
Overall satisfaction (Individuals) 87% 73%
Working for families 86% 73%
Child support 82% 62%
KiwiSaver (Employees) 93% 88%
Student loan 90% 73%
No social policy 93% 90%
Overall satisfaction (Businesses) 85% 70%
SMEs 88% 73%
Large enterprises 88% 78%
Tax agents 87% 67%
Not for profits 74% 58%

Online customers

Overall satisfaction with services

Satisfaction attribute 3 - 5 rating
(satisfied)
4 - 5 rating
(very satisfied)
Overall satisfaction 89% 79%
Website easy to use 83% 68%
Quality of information 86% 79%
Accessibility and Convenience 90% 81%
Confident systems were secure 94% 86%

Satisfaction with service quality - different customer groups

Our customers rated our services on a scale of 1 to 5. Three to 5 represented satisfied and four to five represented very satisfied.

Customer group 3 - 5 rating
(satisfied)
4 - 5 rating
(very satisfied)
Overall satisfaction (Individuals) 90% 79%
Working for families 90% 81%
Child support 86% 67%
KiwiSaver (Employees) 95% 80%
Student loan 89% 80%
No social policy 87% 83%
Overall satisfaction (Businesses) 89% 78%
SMEs 88% 79%
Large enterprises 90% 80%
Tax agents 91% 76%
Not for profits 90% 78%

Perceptions about us

This table show the perceptions of members of the public on a scale of 1 to 5. Three to 5 represented good, 4 to 5 represented very good.

Public perception 3 - 5 rating
(good)
4 - 5 rating
(very good)
Trust in Inland Revenue 88% 56%
Inland Revenue treats people fairly 81% 51%
Operationally effective 76% 37%
Confidence that Inland Revenue does a good job 91% 59%

This table shows the perceptions of our customers who have recent contact with us, through either voice correspondence or online channels, 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)
Trust in Inland Revenue 95% 74%
Operationally effective 85% 56%
Confidence that Inland Revenue does a good job 95% 78%
Last updated: 28 Apr 2021
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