Thank you to everyone who took part in the Tax Agents Voice of the Customer (TAVOC) survey in the 2024/25 financial year. Your feedback plays a vital role in helping us understand what’s working well, where we can improve and the impact of any changes we make.
We've analysed the results from the past 4 quarters. We're pleased to share some key insights that reflect your experiences and perspectives over the 2024/25 financial year.
Results show high satisfaction, ease and trust
You continue to report strong satisfaction with our services. Some of these results are at their highest levels so far:
- 92% of tax agents are satisfied with their overall experience
- 95% found it easy to get what they needed, which is a significant improvement
- 88% trust Inland Revenue.
Faster responses
These results reflect our improved responsiveness – an area you’ve told us needed attention. Over the past 6 months, many of you have noticed it’s now easier to talk to us on the phone.
We are also responding to web messages more quickly, leading to an increase in tax agent satisfaction with our responsiveness. This is now 74%, up from 70% last financial year.
We’ve been working hard to improve in this space. It’s encouraging to see that reflected in your feedback and having a positive impact on your experience and trust in us.
Understanding perspectives on compliance
As tax agents, you play a pivotal role in supporting voluntary compliance and helping clients meet their obligations. It’s no secret that we’ve increased our compliance focus and audit activity over the past year. Your views give us a valuable perspective on how our compliance approach is working in practice.
This year, we introduced new survey questions on tax morale to better understand your views on our compliance activities. The results show that most tax agents (88%) agree that Inland Revenue helps people who are trying to get things right, and 83% agree that tax avoiders get into trouble with Inland Revenue.
The reasons some of you gave for disagreeing that tax avoiders get into trouble included the perception that people do not get caught or take too long to get caught, Inland Revenue focuses more on helping than penalising, and a lack of audit activity.
We’ll continue to monitor these results and your feedback as we continue our compliance focus and audit activity to ensure an effective, fair and transparent compliance experience for everyone.
Consistent advice remains a challenge
Providing consistent advice is essential, and you’ve told us it’s an area where we could do better. As we shared in our last update, we’ve introduced a new quality framework for our frontline staff to help address this challenge.
Despite some recent improvements, satisfaction with the consistency of our advice has dipped slightly this financial year – 76% of tax agents are satisfied with the consistency of advice they’ve received from us, down from 79% last financial year.
We know how important it is to have consistent advice, and we’re committed to making further progress.
Account manager annual reviews continue to deliver value
At the start of 2025, we changed account manager annual reviews to a mostly online format. After 6 months, we checked in with you to see if this change affected the value you get from these meetings.
Your responses suggest that we have maintained our services: 81% of tax agents say they find the annual review valuable, compared to 76% before the change. Your feedback confirms that these interactions are an important and meaningful touchpoint, whether in person or online.
Thank you again for your feedback. We’re committed to continuously enhancing our service for you. Your honest feedback helps us to understand how we can make improvements.
Previous survey result articles
Tax agents survey results (Jan-Mar 2025)
Tax agents survey results (Oct-Dec 2024)
Tax agents survey results (Jul-Sep 2024)
Tax agent survey overview