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% |
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