Thank you to all who participated in the April to June 2026 edition of the Tax Agents Voice of the Customer (TAVOC) survey.
Below are the key insights from this quarter.
Satisfaction and ease remain high through the busy period:
- overall satisfaction with IR: 92%
- ease of getting what you need: 93%.
The high satisfaction was centred around the quality of the online system and quick, helpful responses from our people.
Service demand is always high in this period, particularly across digital channels. Despite the increase we delivered more efficient service through both web and phone channels. This was reflected in tax agent feedback, with satisfaction levels for responsiveness increasing significantly from 73% in Jan – March 2026 to 80% in this quarter. More agent queries were resolved at first contact.
This quarter saw the highest result to date for resolving at first contact. This is an important result after the dip last quarter. Supporting this, the number of issues being left unresolved stayed low.
As in the previous quarter, the key driver behind the need for multiple contacts was the need to provide ‘additional information’. The second biggest driver after rising significantly in the latest quarter is 'complex back and forth'.
Trust score peaked, supported by strong results for consistent advice and tax morale
Trust reached a peak this quarter (90%). The top reason for trust continues to be ‘there’s been no reason to distrust Inland Revenue’ (almost a third state this reason), followed by ‘competent/good service’ and ‘accuracy’.
Consistency of advice is an important factor to build trust. This quarter, the satisfaction with consistency of advice reached 79%, the highest it has been since Apr-Jun 2024.
Underpinning this, we saw strong results for tax morale:
- agree that Inland Revenue helps people who are trying to get things right: 89%
- agree that tax avoiders get into trouble with Inland Revenue: 85%.
Economic uncertainty impacting clients
This quarter, the survey included some questions about the impact of the recent economic uncertainty and the implementation of instalment plans. Over half of tax agents highlighted that overall, their clients had been negatively impacted.
Almost 3 out of 4 tax agents who had clients with debt with us had set up instalment plans. Overall, the experience setting them up has been positive, primarily down to the straightforward process and support from us..
Thank you for your feedback
Thank you for providing your views on the service you get from Inland Revenue. Your feedback is a vital part of our commitment to improving your experience.
Here are previous survey result articles.
Tax agents survey results – (Jan-Mar 2026)
Tax agents survey results – (Oct-Dec 2025)
Tax agents survey results (Jul-Sep 2025)