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Annual Customer Satisfaction and Perceptions survey results July 2017 to June 2018

Voice and correspondence customers

Overall satisfaction with our services

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% 69%
Accessibility and convenience 82% 68%
Being treated fairly 85% 75%
Personable and knowledgeable staff 85% 72%
Staff follow up 83% 71%
Having an appropriate outcome 83% 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% 69%
Working for families 83% 69%
Child support 79% 62%
KiwiSaver (Employees) 84% 76%
Student loan 87% 71%
No social policy 87% 78%
Overall satisfaction (Businesses) 85% 68%
SMEs 86% 70%
Significant segment1 87% 72%
Tax agents 86% 66%
Not for profits 83% 64%

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 89% 77%
Website easy to use 84% 68%
Quality of information 88% 80%
Accessibility and Convenience 90% 80%
Confident systems were secure 95% 87%

Satisfaction with service quality - different customer groups

Customer group 3 - 5 rating
Satisfied
4 - 5 rating
Very satisfied
Overall satisfaction (Individuals) 88% 76%
Working for families 88% 76%
Child support 83% 69%
KiwiSaver (Employees) 93% 79%
Student loan 90% 78%
No social policy 84% 78%
Overall satisfaction (Businesses) 90% 78%
SMEs 90% 79%
Significant segment2 92% 81%
Tax agents 86% 70%
Not for profits 90% 78%

2 Our CS&P survey reporting now uses the term ‘Significant segment’ in place of the term ‘Large enterprises’.

Perceptions about 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 88% 58%
Inland Revenue treats people fairly 82% 48%
Operationally effective 76% 36%
Confidence that Inland Revenue does a good job 90% 61%

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% 73%
Operationally effective 84% 56%
Confidence that Inland Revenue does a good job 95% 78%