Kiwis Count Survey

Last updated: 1 week ago

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

Update: 9 December 2014: Kiwis Count June 2014 Annual Report published

This report is the ninth quarterly update from the Kiwis Count survey and  the second  annual report since 2012 when the survey became a continuous monitoring survey.  An interactive tool to see annual and quarterly service quality information for individual services is published with the report.

New Zealanders' trust in public services based on their most recent experience has increased one point over the year to 77.  This is ten points higher than 2007.

New Zealanders' overall perception of  trust of public services (not based on using a particular service) has increased three points from 42 in 2012 to 45 in 2014.  This is 16 points higher than 2007.

The overall service quality score (SQS) for the June 2014 year is 73. This is one point higher than the annual point for June 2013 and five points higher than in 2007.

The annual information included in the report draws on the experience of  6,099 New Zealanders who completed Kiwis Count between July 2013 and June 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 methodology 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.