Tax agents survey results – (Oct-Dec 2025)

18 March 2026

Thank you to all who participated in the October to December 2025 Tax Agents Voice of the Customer (TAVOC) survey.

Here are some insights from this quarter.

Satisfaction, ease, and trust remain high

92% of tax agents are satisfied with their overall experience with Inland Revenue.
93% of tax agents found it easy to get what they needed from Inland Revenue.
90% of tax agents expressed trust in Inland Revenue.

Tax agents’ trust in Inland Revenue is primarily down to the consistency in service - almost a third of those who trust us state that they haven’t yet had a reason not to trust us. A further 86% of tax agents agree that we help people who are trying to get things right and 84% agree that tax avoiders get into trouble with us.

Website and myIR are useful and easy to navigate

Both the website and myIR have been highlighted as a reason for satisfaction. For myIR, 93% of tax agents found it easy to get what they needed and 94% got all or most of what they needed. And for the website, 88% found it easy to get what they needed and 89% got all or most of what they needed.

Response times to web messages and calls

When prompted for the ‘one improvement to their experience’, tax agents focused on the need for faster responses across both web messages and calls.

We are aware of challenges over the past two quarters when customers have attempted to contact us via web messages and calls, following the introduction of new processes. Satisfaction declined to 76% in the July to September 2025 quarter and has remained steady at around 70% in the most recent period. For the most recent period, this has remained stable at 70%.

We know that tax agents are entering a busy period, so we appreciate it’s important for us to ensure our online capability is effective to ease pressure on other channels.

Redirect experience and satisfaction

Tax agent satisfaction with following redirect instructions saw a decline of 6 percentage points in the last quarter to 76%, but this has also remained stable in the most recent quarter at 75%. As stated in the previous quarter report, this is likely down to the direct marketing campaign contacting customers with overdue GST and employer tax debt directly even if they have a tax agent.

Find out more about the Overdue GST and employer tax debt campaign.

Overdue employer and GST debt and returns

Thank you for providing your views on the service you get from us. Your feedback is a vital part of our commitment to improving your experience.