Executive Summary

Kiwis Count is a comprehensive survey which measures New Zealanders’ satisfaction with 42 frequently used public services. This report is the second in a series of quarterly updates 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 has changed from a point-in-time 00survey into a continuous survey with ongoing data collection and regular reporting.  The change to a continuous survey with greater online participation provides more timely information on the quality of public services while reducing survey costs.

The Better Public Services programme is about creating a public sector that can respond more effectively to the needs and expectations of New Zealanders.  Kiwis Count tracks improvements in the quality of service delivered to New Zealanders and identifies areas where the public sector needs to provide better service.

Satisfaction with public services has continued to rise since the first quarterly update.  The overall satisfaction score for the September quarter rose to 74.  The overall service quality score for public services between February and June 2012 was 72, an increase over the 2009 score of 69.

The latest increase in overall service quality, from 72 (in June 2012) to 74 (in September 2012), is reflected at the service group level. Out of the ten service groups, four maintained their previous scores and six improved.  The largest improvements were in the Social Assistance & Housing and Education & Training service groups. Both groups increased by two points.

Twenty-four services have improved since June 2012 and four of these were statistically significant.  Ten services recorded decreases in service quality, although none of these decreases was statistically significant.  Eight services maintained their previous score.

Quick facts from this quarterly update

Kiwis Count measures New Zealanders’ satisfaction with 42 public services.

  • The overall quality of service delivery increased from 72 in the June 2012 quarter to 74 in the September 2012 quarter.

  • 4 services increased significantly

  • No services decreased significantly.

The FULL REPORT is attached above as a PDF file.

See also:  Satisfaction with front line public services continues to rise - media statement from Hon Dr Jonathan Coleman, Minister of State Services.

For further information about the Kiwis Count Survey go to  publicservice.govt.nz/kiwis-count .

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