Kiwis Count Survey
Measures the quality of public sector organisations' services by researching New Zealanders' perceptions and experiences.
Update 30 October 2013: Kiwis Count Quarterly Update 5 published
This report is the fifth quarterly update from the Kiwis Count survey. It is also the first report to show year-on-year comparisons since the new continuous survey methodology began at the beginning of 2012.
In the last 12 months, satisfaction with public services has improved again.
This report discusses service quality scores in two new ways. Firstly, in terms of the increase in satisfaction since Kiwis Count began in 2007. Secondly, in the spirit of challenging us to be the best we can be, it compares New Zealand results with "best in class" (see below*) and average service scores for comparable services in Canada.
The quarterly information included in the report draws on the experience of 1,266 New Zealanders who completed Kiwis Count between January 2013 and June 2013.
The annual information included in the report draws on the experiences of 2,371 New Zealanders who completed Kiwis Count between July 2012 and June 2013.
* "Best in class" refers to the highest score a service achieved in the last Canadian Citizens First survey.
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.) The Channels Report 2013 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.)
Kiwis Count: Quarterly Update 4
This report is the fourth quarterly update from the Kiwis Count survey and draws on the experiences of 1,166 New Zealanders who completed the survey between October 2012 and March 2013. .
Kiwis Count: Quarterly Update 3
This report is the third quarterly update from the Kiwis Count survey and draws on the experiences of 1,105 New Zealanders who completed the survey between July 2012 and December 2012.
Kiwis Count: Quarterly Update 2
This report is the second quarterly update from the Kiwis Count survey and draws on the experiences of 1,161 New Zealanders who completed the survey between April 2012 and September 2012.
Kiwis Count: Quarterly Update 1
This report is the first in a series of quarterly updates from the Kiwis Count survey and draws on the experiences of 1,121 New Zealanders who completed the survey between February 2012 and June 2012.
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.
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.