In 2007 the State Services Commission (SSC) began a programme of research to find out more about New Zealanders' experience of public services. This research identified some key factors (or drivers) that have the greatest influence on New Zealanders' satisfaction with, and trust in, public services. 'Understanding the drivers' is a qualitative research project carried out for the SSC in 2008 by UMR Research.

The report on this page is a summary of UMR's findings. ( To PRINT/DOWNLOAD this Summary Report, use the PDF version attached above. )

To read the full report, go to



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