Kiwis Count Quarterly Update 5 - 2013 Annual Report and June 2013 Quarterly Results
Crown copyright 2013
The Executive Summary of this Kiwis Count report is published below.
See the FULL REPORT published here as a PDF (2 MB)
Kiwis Count measures New Zealanders' satisfaction with public services.
At the beginning of 2012, Kiwis Count adopted a new continuous survey methodology. This is the first report showing year-on-year comparisons.
New Zealanders tell us that, in the last 12 months, satisfaction with public services has improved again. The overall service quality score for June 2013 is 73, a point higher than June 2012. Satisfaction has steadily increased over the last six years from 68 in 2007.
The June 2013 quarter score is one point higher than the previous March 2013, December 2012 and June 2012 quarter scores. The September 2012 quarter score of 74 may have been a seasonal variation or anomaly, or may have been the first indication of an improving trend.
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” and average service scores for comparable services in Canada. This shows:
There is a 14 point spread between the service with the most improvement (A Childcare subsidy with an impressive 11 point improvement) to the service with the least improvement (Employment or retraining opportunities where the service quality score has declined three points over the period).
In some cases, services which have not stood out before (because their service quality scores are below the average service quality score) can now be seen to have made large strides in improving customer satisfaction (A Childcare subsidy and Paying fines or getting information about fines are examples of this).
Thirteen New Zealand services have service quality scores that match or are above the comparable Canada service “best in class” score (the service with the highest score compared to the similar Canadian service is Accident compensation for injuries which is 19 points above).
In terms of the quarterly results, 22 services have improved since March 2013. Three of these increases are statistically significant Nine services maintained their previous score. Eleven services recorded decreases in service quality, with none of these decreases being statistically significant.
New Zealanders tell us that, in the last 12 months, satisfaction with public services has improved again.
There has been a steady improvement in overall satisfaction over the past six years.
The overall service quality score for the June quarter 2013 is 73. This is one point higher than the June quarter 2012 result and five points higher than when it was first measured in 2007.
The quality of service score for three services significantly increased in the June 2013 quarter.
Since measurement began, there is a 14 point spread between the service with the most improvement to the service with the least improvement.
Thirteen NZ services have a service quality score that match or are above the comparable Canadian service “best in class” score.
See the FULL REPORT published as a PDF (2 MB)
See also: Kiwis say public services better, more trustworthy - media release from the Minister of State Services, Hon Dr Jonathan Coleman.
For further information about the Kiwis Count Survey go to www.ssc.govt.nz/kiwis-count.
: “Best in class”refers to the highest score a service achieved in the last Canadian Citizens First survey. See a full explanation of “best in class” in the section Citizens First and Kiwis Count on page 20 of the full report.