Kiwis Count - Customer Insights
Channel Use and Drivers of Satisfaction
Kiwis Count measures service satisfaction and trust in government services at the macro level.
Agencies are also encouraged to measure satisfaction with their services at a detailed level to help them understand how they are doing in improving areas that matter most to NewZealanders, and where to focus resources for the greatest impact.
Eleven years ago, the State Services Commission undertook research to identify the key factors (or drivers) that have the greatest influence on New Zealanders’ satisfaction with, and trust in, public services. These results were published in the Drivers Survey (2007).
Since 2012 Kiwis Count has asked respondents to answer questions about aspects of their satisfaction (the driver questions) based on the channel used for the most recent service interaction. These responses show:-
- New Zealanders access public services most often via the face-to-face channel (41%). This has reduced markedly since 2012 (52%).
- Sending or receiving an email is the second most common channel (14%). This has increased from 6% in 2012.
- The phone is the third most used channel (13% in 2017). Use of the phone channel has declined from 15% in 2012.
- Accessing information online is the fourth most used way to access public services (11%) and use of this channel has increased from 2012 (4%).
- Transacting online follows as the next most used way to access public services (10%). Transacting online has increased from 2012 (6%).
- Sending or receiving a letter is the least common channel, being used by only 9%, down from 17% in 2012.
One way of improving satisfaction with public services is for agencies to focus on these key drivers (Drivers Survey, 2007):
- The service experience met your expectations
- Staff were competent
- Staff kept their promises, they did what they said they would do
- You were treated fairly
- You feel your individual circumstances were taken into account
- It’s an example of good value for tax dollars spent
Kiwis Count has measured the drivers of satisfaction since 2007. Not all drivers are equal: ‘the service experience met your expectations” is the most important driver and accounts for nearly one third of satisfaction with public services. Results for this driver are shown in Figure 12.
How well did each service channel meet expectations?
The results for “met expectations” on transacting using the online channel is high in 2017. This is illustrated in Figure 12. Notable among these results are the following:
- 84% of respondents had their expectations met when transacting online with the public service (an increase from 81% in 2012).
- 73% of respondents had their expectations met when looking for information online, down from a high of 87% in 2016.
The face-to-face channel – visited an office, branch or location or received a visit (and dealt with a person) has not shown much of an increase since 2012, but 2017 is still a healthy result at 84%. There is a slight increase in respondents having their expectations met on the phone channel. Satisfaction on the phone channel has always been lowest for the met expectations driver.
Figure 12; Satisfaction and its Drivers
When considering all channels, the drivers present a strongly positive picture. Two drivers “You were satisfied with the amount of time it took to do what you wanted to” (74%) and “You got what you needed” (80%) saw strong improvements in 2017 with increases of eight percent and eleven percent respectively. “Overall you can trust them to do what is right” (79%) remained static although with a high score. Only one driver slipped backwards “The service is an example of good value for tax dollars spent” fell from 77% in 2016 to 74% in 2017.
The digital experience for New Zealanders saw declines in satisfaction across all four areas examined. The area of “The layout was clear” saw the smallest reduction, dropping from 79 to 77 percent. Overall satisfaction with accessibility as measured by the “Overall, you were satisfied with the accessibility of the site or digital service“ question dropped back from 86% in 2016 to 79% in 2017. This is at its lowest point, which it first reached in 2013.
Ease of use as measured by “The process was straightforward and easy to understand” dropped from 82% in 2016 to 78% in 2017. This equals its lowest point which was in 2013. Ease of finding the service or product, measured by “When you got to the site it was easy to find what you were looking for” dropped the most from 83% in 2016 to 74% in 2017, although this still represents an improvement since 2012.
Table 4; Service usage
|Licensed or registered a vehicle||71%||69%||69%||71%||71%||74%|
|Used a local council provided community facility (e.g. a swimming pool, community hall or local park)||-||-||-||-||-||67%|
|Visited a public library||55%||53%||54%||54%||54%||53%|
|Been through the arrival process at a New Zealand international airport (when arriving from outside NZ)||36%||36%||36%||39%||40%||51%|
|Visited a public museum or art gallery||-||-||-||-||-||51%|
|Requested information about personal tax and/or filed a personal tax return (includes filing via an agent)||-||-||-||-||-||49%|
|Visited a national park||37%||38%||37%||40%||42%||45%|
|Received outpatient services from a public hospital (includes Accident and Emergency)||34%||34%||34%||35%||39%||37%|
|Purchased a road user charge (e.g. diesel mileage or paying a road toll)||-||-||-||-||-||32%|
|Taken a child in your care to see a doctor/GP||-||-||-||-||-||30%|
|Applied for and/or received Accident Compensation (ACC) for injuries||18%||18%||19%||19%||21%||26%|
|Obtained, renewed, changed or replaced a driver licence||23%||23%||24%||23%||28%||25%|
|Applied for or renewed a NZ passport||22%||23%||22%||24%||23%||25%|
|Used or contacted a state or state integrated (public) school that a child in your care attends or may attend in the future||21%||22%||22%||23%||23%||24%|
|Had contact with the Police (excluding calling 111)||21%||21%||21%||21%||23%||23%|
|Requested information or made an application, payment or claim for child support, student loan repayments, KiwiSaver, or tax credits (e.g. Working for Families)||-||-||-||-||-||22%|
|Attended or contacted a university, polytechnic or wānanga about a course you are attending or may attend in the future||21%||20%||20%||20%||21%||19%|
|Had contact with your local council regarding collection of your household rubbish/recycling||18%||20%||20%||20%||25%||16%|
|Paid or got information about fines or reparations||19%||20%||20%||19%||19%||16%|
|Used a Gold Card||-||-||-||-||-||16%|
|Used or contacted a kindergarten, day-care, crèche, preschool, home-based service, playcentre, Kōhanga Reo, Aoga Amata, Puna Reo or playgroup etc. that a child in your care attends or may attend in the future||8%||10%||13%||13%||13%||15%|
|Stayed in a public hospital||15%||16%||16%||15%||16%||15%|
|Had contact with your local council regarding property rates||17%||17%||15%||17%||18%||15%|
|Used emergency services by calling 111||13%||12%||12%||13%||12%||15%|
|Applied for and/or used a Community Services card||20%||18%||16%||17%||13%||15%|
|Applied for and/or received NZ Superannuation||16%||16%||16%||17%||17%||15%|
|Visited sorted.org.nz (for information to help manage your personal finances or planning for retirement)||9%||8%||8%||9%||10%||13%|
|Applied for or received a student loan or allowance||11%||11%||11%||12%||11%||11%|
|Used an 0800 number for health information||13%||13%||13%||12%||13%||11%|
|Applied for, used or asked for information about a building permit||7%||7%||7%||7%||9%||10%|
|Used public services for employment or retraining opportunities||14%||16%||14%||14%||15%||9%|
|Made a noise complaint||-||-||-||-||-||8%|
|Applied for and/or received a benefit (e.g. Jobseeker Support or Sole Parent Support)||11%||11%||10%||9%||9%||8%|
|Applied for and/or received an accommodation supplement or housing subsidy||-||-||-||-||-||9%|
|Applied for a rental property bond lodgement, refund or transfer||10%||11%||10%||8%||9%||8%|
|Used ERO (Education Review Office) school or early childhood reports for a child in your care||7%||8%||7%||8%||7%||7%|
|Received help for mental health or substance abuse problems from a doctor or nurse at your local medical centre||-||-||-||-||-||7%|
|Registered a birth, death, marriage or civil union||8%||9%||8%||8%||8%||7%|
|Applied for a resource consent or made a submission on a notified resource consent application||-||-||-||-||-||6%|
|Applied for or had contact about a hunting or fishing license||7%||7%||7%||7%||7%||6%|
|Had a child in your care that has received special education services||-||-||-||-||-||5%|
|Contacted Statistics New Zealand for information or about taking part in a survey||8%||11%||8%||8%||8%||3%|
|Applied for, or lived in a publically subsidised house (e.g. a house owned by Housing NZ or a community housing provider or a local council)||4%||5%||4%||3%||3%||2%|
4 The full report on the 2007 Drivers Survey can be found at http://www.ssc.govt.nz/drivers-report and the summary report can be found at http://www.ssc.govt.nz/understanding-drivers-report
5 See Appendix One for a description of the Kiwis Count methodology.