Methodology

How are trust and confidence measured in the survey?

The survey initially asks informants to identify a service that they have recently used and to think about that service experience, whether it be face-to-face, on the telephone or online. They are then asked to identify on a scale of 1-5 (with 5 being strongly agree and 1 being strongly disagree) how much they agree or disagree that they can trust the organisation or service to do what is right. The survey then asks why they have given that score.

The survey then asks about their overall impression of the public service, from what they know or have heard from family, friends or the media and as a result of this, to what extent do they trust the public service (we call this the public service ‘brand’). This is also asked on a scale of 1 to 5 where 1 is “Do not trust them at all” and 5 is “Trust them completely”. They are then asked why they gave trust in the public service the score.

Changes in the survey over time

Te Kawa Maataho Public Service Commission has run the Kiwis Count survey since 2007. More recently the focus has changed from a broad range of views and perceptions on a range of issues to a tighter focus on public trust in government through the services they use and perceptions of the government.  The survey has also begun to explore why New Zealanders’ have a particular level of trust in government and government services.

Over time, the substance of the survey has changed with modules being swapped in and out as trust and satisfaction data on different aspects of services provision has been required. The core trust questions asked have remained the same since 2012, although the frequency of publication of results has changed over time.Copies of all questionnaires are available below:

Technical reports

The technical reports were written for the State Services Commission by its research providers. Gravitas Research Ltd has run the survey since July 2016 and has written the 2017 Technical Report. The Nielsen Company ran the survey from 2012 to 30 June 2016 and wrote the earlier Technical Report. The Technical Report will continue to be updated to keep track of changes to the methodology.

Kiwis Count Technical Report, July –December 2016, updated April 2017 1.7 MB | PDF

Kiwis Count Technical Report, January 2012 - July 2016, updated July 2015 1.6 MB | PDF

Reports from previous years

Data files

This section is where you will find the data from previous Kiwis Count surveys. You will also find related information at 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 on our website

Drivers of satisfaction

The drivers of satisfaction are the key factors that influence New Zealanders' satisfaction with the quality of services they receive from public service organisations. In 2007, the SSC commissioned a survey to determine the key drivers. This identified a set of six drivers of satisfaction with public services in general. The drivers of satisfaction vary depending on the channel used to deliver services. Kiwis Count 2007 identified the drivers of satisfaction for services delivered over the telephone. Further research was undertaken in 2010 to determine the drivers of satisfaction with public services delivered online.

The following links take you to the key resources from this work. 

Last modified: