Thank you to all who participated in the January to March 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
Tax agents continue to be satisfied and find it easy to get what they need:
- overall satisfaction with IR - 94%.
- ease of getting what you need - 94%.
The 2 top reasons behind tax agent satisfaction were the ‘quality of the online system’, and ‘responsiveness to web messages and phone enquiries’.
2 quarters ago, we had a system changeover which saw a significant decline in satisfaction with ‘responsiveness to queries’. Since that quarter, we’ve had some improvements to the service and seen better satisfaction with our responsiveness. As we are currently in a busy period for tax agents, it is vital for us to ensure all our service channels are operating effectively.
High trust continues, consistency important
The high trust rating has been maintained this quarter (89%) and we see that the more satisfied tax agents are with the consistency of advice, the more likely they are to trust Inland Revenue. The top reason for trust continues to be ‘there’s been no reason to distrust Inland Revenue’ (over a third state this reason), followed by ‘competent/good service’ and ‘accuracy’.
Tax agents mostly getting what they need with ease
All services have been viewed as easy, and tax agents generally get most, if not all, of what they need.
- 97% of tax agents find filing and amending returns at least somewhat easy with 96% getting most/all of what they needed.
- 95% of tax agents find client management-related tasks at least somewhat easy with 94% getting most/all of what they needed.
- 90% of tax agents find information or process checks at least somewhat easy with 92% getting most/all of what they needed.
Improved rate of reaching resolution with tax agents’ queries, but not necessarily at 1st contact
We saw a significant rise in cases requiring multiple contacts to reach resolution this quarter. However, 1st contact resolution remains stronger than this time last year, and fewer issues are being left unresolved overall. The main driver for multiple contacts is ‘needing more information’, while ‘complex back and forth’ has emerged in recent periods.
Thank you for your feedback
The individual income tax assessment period has now started. We hope to maintain our service levels to you during this time, but appreciate your understanding if things get busy.
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.
Previous survey result articles
Tax agents survey results – (Oct-Dec 2025)
Tax agents survey results (Jul-Sep 2025)