Kiwis Count Survey

Last updated: 29 May 2015; 28 min ago

Measures the quality of public sector organisations' services by researching New Zealanders' perceptions and experiences.

Update 29 May 2015: Kiwis Count September 2014 quarterly results – Error in results published on 24 February 2015

ERRATUM: On 24 February 2015 the Kiwis Count September 2014 quarterly results were published.  An error was made in the significance testing of those results.  One service was affected: the September 2014 increase for "Obtaining family services or counselling" was a statistically significant increase although it had not been previously identified as significant.  The attached report has been amended and is now correct.

This report is the tenth quarterly update from the Kiwis Count survey since 2012 when the survey became a continuous monitoring survey. The update is a 1-page PDF document and a link to an interactive spreadsheet of the quarterly results for individual services.

There has been little change over the September quarter with the overall service quality score remaining at 73, perception of trust remaining at 45% and experience of trust declining one percentage point to 77%.

The quarterly information included in the report draws on the experience of 3,423 New Zealanders who completed Kiwis Count between April 2014 and September 2014.

The Kiwis Count survey has been developed from work done by the SSC multi-year research programme on what services really matter to the New Zealand public. You can find more information on this work and the drivers that identified what services would be measured here.

Kiwis Count measures satisfaction and identifies areas for improvement in public services. The measurement is only part of the survey's aim and the greatest value of Kiwis Count is improved service delivery in the public sector. Government agencies use the Kiwis Count data to assist with service enhancements and design, and performance improvement.

The survey is carried out by the SSC and managed on our behalf by Nielsen, an independent research organisation. It was run previously in 2007 and 2009 as a point in time survey and is now a continuous monitoring survey, with invitations sent to selected participants each month.

The Kiwis Count survey is modular with the main part of the survey measuring New Zealanders' satisfaction with 42 frequently used public services. (Results from this part of the survey are reported in the Quarterly Updates and you can download copies of these below in the Related Site Content section.) The Channels Report 2013 (for which there is a link below) draws on a series of questions in the survey about channel use and preference (the Channels Module). These questions were included in the survey in 2009 and 2012.

Kiwis Count: Channels Report 2013

This report draws on the experiences of 2,226 New Zealanders who completed the Kiwis Count survey  in 2012 and the 3,724 respondents in Kiwis Count 2009. It is a report about service delivery on the four service delivery channels:
1  in person, face-to-face
2  mail, posted letter, fax
3  telephone (landline or cellphone calls, text message)
4  internet (email, websites).

(This report is the second Channels Report, following a report produced in 2010 which drew on the experiences of the respondents of the Kiwis Count 2009 survey. That first report is available here.)

The Kiwis Count Channels dataset can be found here.

Copies of Questionnaires

Information for Survey Participants

Participants are selected from names on the electoral roll. Approximately 500 people will take part every quarter (three months) and around 2,000 every year. Information for people who have been invited to take part in the Kiwis Count survey is published here.

Survey Methodology

Technical information about the survey, including methodology, field work, the questionnaire and the response rate are available in the Technical Report.

Related Data Files

This section is where you will find the data from previous Kiwis Count surveys. You will also find related information at www.data.govt.nz - this is a directory of publicly-available, non-personal New Zealand government held data and links to datasets held on other government organisation's websites.

All Kiwis Count survey datasets are in csv format and are available here.