Kiwis Count Survey

Last updated: 7 September 2015

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

Update 3 September 2015: Kiwis Count March 2015 and December 2014 quarterly results published and 2014 DataSet released

These reports are the eleventh and twelfth quarterly updates from the Kiwis Count survey since 2012 when the survey became a continuous monitoring survey. The updates are 1-page PDF documents and a link to an interactive spreadsheet of the quarterly results for individual services.

Release of the December 2014 report has been delayed until now as, in May (when the March report was being prepared) an error was found in the significance testing of the December results and a new report needed to be prepared.

There has been little change over the December 2014 and March 2015 quarters with the overall service quality score remaining the same (73) for the fourth successive quarter. This is a sustained increase for the 2014/15 year from the 2012 and 2013 scores of 72.

The March 2015 experience of trust figure (78%) increased one percentage point on the September and December quarters results, returning it to the June 2014 result. The March perception of trust figure dropped one percentage point (to 42%) on the December result which was a decline of two percentage points on the June 2014 and September 2014 results.

The quarterly information included in the reports draws on the experience of 1,142 New Zealanders who completed Kiwis Count between October 2014 and March 2015 - the March report - and 1,209 New Zealanders who completed Kiwis Count between July 2014 and December 2014 - the December report.

The Kiwis Count survey has been developed from work done by the State Service Commission's (SSC's) multi-year research programme on what services really matter to the New Zealand public. More information on our research programme and how we identify what services would be measured can be found on our website.

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 the survey are reported in Quarterly Updates and can be downloaded in the Related Site Content section below. The Channels Report 2013 draws on a series of questions in the survey about channel use and preference. These questions were included in the survey in 2009 and 2012.

The Kiwis Count Channels dataset can be found on our website.

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. For those who have been invited to take part in the survey, SSC publishes information on our website on what's required of you.

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 - 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 on our website.