Channel use and drivers of satisfaction

Kiwis Count measures service satisfaction and trust in government services at the macro level.

Agencies are also encouraged to measure satisfaction with their services at a detailed level to help them understand how they are doing in improving areas that matter most to New Zealanders, and where to focus resources for the greatest impact. In 2007, SSC undertook research to identify the key factors or drivers that have the greatest influence on New Zealanders’ satisfaction with, and trust in, public services. These results were published in the Drivers Survey[1] (2007). Since 2012 Kiwis Count has asked respondents to answer questions about aspects of their satisfaction (the driver questions) based on the channel used for the most recent service interaction. These responses show:

  • New Zealanders access public services most often via the face-to-face channel (37%). This has reduced since 2012 (52%).
  • Sending or receiving an email is the second most common channel (16%). This has increased from 6% in 2012.
  • The phone is the third most used channel (13% in 2019, down from 15% in 2012).
  • Accessing information online is the fourth most used way to access public services (12%) and use of this channel has increased from 2012 (4%).
  • Transacting online follows as the next most used way to access public services (11%), up from 6% in from 2012.
  • Sending or receiving a letter is used by only 10%, down from 17% in 2012.
  • Only 1% of respondents in 2019 used social media to get information or to give feedback (e.g. Facebook or twitter).

Improving satisfaction

One way of improving satisfaction with public services is for agencies to focus on these key drivers (Drivers Survey, 2007):

  • The service experience met your expectations.
  • Staff were competent.
  • Staff kept their promises, they did what they said they would do.
  • You were treated fairly.
  • You feel your individual circumstances were taken into account.
  • It’s an example of good value for tax dollars spent.

Kiwis Count has measured the drivers of satisfaction since 2007. Not all drivers are equal: ‘the service experience met your expectations” is the most important driver and accounts for nearly one third of satisfaction with public services. 79% of respondents reported that their most recent service experience met their expectations. This was the same level as in 2016 and 2017, but down slightly from last year. Results for this driver are shown in Figure 9.

Figure 9 “Met expectations” driver

How well did each service channel meet expectations?

The results for “met expectations” on transacting using the online channel is high in 2019 but has dropped back slightly since 2018. This is illustrated in Figure 10. Notable among the results in the figure are the following:

  • 88% of respondents had their expectations met when transacting online with the public service (a decrease from 90% in 2018, but up from 84% in 2017).
  • 82% of respondents had their expectations met when looking for information online, down from a high of 87% in 2016 but an improvement on the 2018 rating of 73%.

The face-to-face channel – visited an office, branch or location or received a visit (and dealt with a person) has not shown much of change since 2016, but 2019 is still a healthy result at 83%. There is a slight increase in respondents having their expectations met on the phone channel, being 69% in 2019 up from 68% in 2018 and 59% in 2012. Satisfaction on the phone channel has always been lowest for the “met expectations” driver.

Figure 10; Met expectations by channel used

Other drivers

When considering all channels, the drivers present a strongly positive picture, with all increasing since 2012. Two drivers “You were satisfied with the amount of time it took to do what you wanted to” (76%) and “You got what you needed” (81%) saw results in 2019 that were similar to those in 2018. “Overall you can trust them to do what is right” (79%) decreased by 1% in 2019. The driver “The service is an example of good value for tax dollars spent” stayed at 74% in 2019, down from a high of 77% in 2016.

Digital experience

The digital experience for New Zealanders saw fluctuations in satisfaction across all four areas examined. The area of “the layout was clear” saw a decrease of five percent, from 82 to 77%. It was this figure in 2017. Overall satisfaction with accessibility as measured by the “Overall, you were satisfied with the accessibility of the site or digital service” question decreased to 82% in 2019, down from 86% in 2016.

Ease of use as measured by “The process was straightforward and easy to understand” decreased to 81% in 2019. This is higher than most of the years so far. Ease of finding the service or product, measured by “When you got to the site it was easy to find what you were looking for” decreased to 74%, a similar figure to 2017. This result is down from the high of 83% in 2016.

Service usage

Kiwis Count measures New Zealanders’ satisfaction with a basket of 43 commonly used public services[2]. The usage of the services examined (as a percentage of all respondents) is given in Table 4.

Table 4: Service usage

Service used

2012

2013

2014

2015

2016

2017

2018

2019

Licensed or registered a vehicle

71

69

69

71

71

74

72

74

Used a local council provided community facility (e.g. a swimming pool, community hall or local park)

-

-

-

-

-

67

66

68

Visited a public library

55

53

54

54

54

53

55

55

Been through the arrival process at a New Zealand international airport (when arriving from outside NZ)

36

36

36

39

40

51

50

51

Visited a public museum or art gallery

-

-

-

-

-

51

53

49

Requested information about personal tax and/or filed a personal tax return (includes filing via an agent)

-

-

-

-

-

49

46

45

Visited a national park

37

38

37

40

42

45

43

45

Received outpatient services from a public hospital (includes Accident and Emergency)

34

34

34

35

39

37

37

38

Purchased a road user charge (e.g. diesel mileage or paying a road toll)

-

-

-

-

-

32

34

35

Taken a child in your care to see a doctor/GP

-

-

-

-

-

30

31

29

Applied for and/or received Accident Compensation (ACC) for injuries

18

18

19

19

21

26

25

29

Obtained, renewed, changed or replaced a driver licence

23

23

24

23

28

25

24

27

Applied for or renewed a NZ passport

22

23

22

24

23

25

24

26

Had contact with the Police (excluding calling 111)

21

21

21

21

23

23

22

25

Used or contacted a state or state integrated (public) school that a child in your care attends or may attend in the future

21

22

22

23

23

24

25

24

Attended or contacted a university, polytechnic or wānanga about a course you are attending or may attend in the future

21

20

20

20

21

19

18

21

Requested information or made an application, payment or claim for child support, student loan repayments, KiwiSaver, or tax credits (e.g. Working for Families)

-

-

-

-

-

22

22

21

Paid or got information about fines or reparations

19

20

20

19

19

16

17

20

Applied for and/or received New Zealand Superannuation

16

16

16

17

17

15

16

17

Had contact with your local council regarding property rates

17

17

15

17

18

15

16

16

Had contact with your local council regarding collection of your household rubbish/recycling

18

20

20

20

25

16

17

16

Used emergency services by calling 111

13

12

12

13

12

15

18

16

Used a Gold Card

-

-

-

-

-

16

16

16

Stayed in a public hospital

15

16

16

15

16

15

16

15

Applied for and/or used a Community Services card

20

18

16

17

13

15

15

14

Used or contacted a kindergarten, day-care, crèche, preschool, home-based service, playcentre, Kōhanga Reo, Aoga Amata, Puna Reo or playgroup etc. that a child in your care attends or may attend in the future

8

10

13

13

13

15

13

13

Visited sorted.org.nz (for information to help manage your personal finances or planning for retirement)

9

8

8

9

10

13

10

11

Used public services for employment or retraining opportunities

14

16

14

14

15

9

10

10

Applied for or received a student loan or allowance

11

11

11

12

11

11

9

10

Used an 0800 number for health information (e.g. services like Healthline, Quitline, depression, alcohol, drug and gambling helplines, the Poisons Centre and the Immunisation Advice line)

13

13

13

12

13

11

10

10

Applied for, used or asked for information about a building permit

7

7

7

7

9

10

9

10

Applied for and/or received a benefit (e.g. Jobseeker Support, Sole Parent Support or a Supported Living Payment)

11

11

10

9

9

8

10

10

Registered a birth, death, marriage or civil union

8

9

8

8

8

7

8

8

Received help for mental health or substance abuse problems from a doctor or nurse at your local medical centre

-

-

-

-

-

7

8

7

Applied for and/or received a housing subsidy or accommodation supplement

9

7

7

8

6

8

9

7

Applied for a rental property bond lodgement, refund or transfer

10

11

10

8

9

8

7

7

Used ERO (Education Review Office) school or early childhood reports for a child in your care

7

8

7

8

7

7

6

6

Made a noise complaint

-

-

-

-

-

8

6

6

Applied for a resource consent or made a submission on a notified resource consent application

-

-

-

-

-

6

4

6

Applied for or had contact about a hunting or fishing license

7

7

7

7

7

6

6

6

Had a child in your care that has received special education services (e.g. early interventions services, speech and language support, resource teachers: learning and behaviour, vision and hearing)

-

-

-

-

-

5

6

5

Contacted Statistics New Zealand for information or about taking part in a survey

8

11

8

8

8

3

5

4

Applied for, or lived in a publically subsidised house (e.g. a house owned by Housing NZ or a community housing provider or a local council)

4

5

4

3

3

2

2

3


[1]
See the latest Technical Report for a description of the Kiwis Count methodology.

[2] The full report on the 2007 Drivers Survey can be found at https://www.publicservice.govt.nz/drivers-report and the summary report can be found at https://www.publicservice.govt.nz/understanding-drivers-report

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