- Title page
- Executive Summary
- 2014 Annual Results: Trust
- 2014 Annual Results: Service Quality
- Appendix 1: The Kiwis Count Survey
- Appendix 2: Explanation of 2014 Kiwis Count Calculation Changes
- Appendix 3: Case Study From Fines Service, Ministry of Justice
- Appendix 4: Case Study - SmartGate, NZ Customs Service
- Appendix 5: Initiatives Complete, Underway or Planned by the Agencies Working at the Border to Improve Service Delivery
- Appendix 6: Case Study from Births, Deaths, Marriages and Civil Unions Registration Service, Department of Internal Affairs
Kiwis Count measures New Zealanders' trust in and satisfaction with public services and is a key indicator of how well government agencies are performing.
In the last 12 months, Kiwis Count results show New Zealanders' trust in and satisfaction with the public services they have used have both improved. This shows a public service delivering well and working hard to improve services in a context of increasing customer expectations.
A consistent theme to increased Kiwis Count satisfaction scores is agencies redesigning their services around the customer and the needs of the customer. In an environment where customer expectations are increasing, agencies must continue to deliver and evolve, with the customer in mind, to ensure satisfaction scores keep increasing.
- New Zealanders' trust in public services based on their most recent experience has increased one point over the year to 77. This is ten points higher than 2007.
- New Zealanders' overall perception of trust of public services (not based on using a particular service) has increased three points from 42 in 2012 to 45 in 2014. This is 16 points higher than 2007.
- Both experience and perception of trust have increased over time. Since 2007 perception of trust has generally grown at a faster rate, closing the gap between New Zealanders' perception of trust in public services and their actual experience of trust.
- The perception of trust in the private sector has now fallen behind public sector as public sector trust increased in 2014. Private sector trust was very similar to that in the public sector in 2012 and 2013.
- The Kiwis Count trust results corroborate other findings that "the New Zealand State services are rated highly for their standards of integrity and conduct at the international level, and are considered to be one of the most transparent public services in the world".1
- The overall Service Quality Score (SQS) for June 2014 is 73, a point higher than June 2012 and June 2013. Satisfaction has increased from 68 in 2007. The rate of increase has slowed since 2012.
- Over the 2014 year, one service (Education Review Office school or early childhood reports) had a statistically significant increase of five SQS points from 66 to 71.
- Since 2007, satisfaction with private sector services has been lower than satisfaction with public services and, while satisfaction has increased over the period, the rate of increase has been slower than that of satisfaction with public services.
In 2014 technical changes in how Kiwis Count results are calculated were implemented. A description of these changes is included in Appendix Two.
Some previously published service quality scores have been revised and more statistically significant changes in service quality score are identified.
A new online tool has been developed to view Kiwis Count data.
It can be viewed at:
1: See the State Services Commission's latest Integrity and Conduct survey report at www.ssc.govt.nz/integrity-and-conduct-survey-2013-report