New Zealanders experienced a small improvement in service quality from public services overall in 2009 compared to 2007.
Nine services had significant increases in service quality while four services had significant decreases.
Trust in public services is improving.
New Zealanders trusted public services more in 2009 than they did in 2007.
New Zealanders indicated higher levels of trust when asked about their own experiences, rather than their perceptions, which can be influenced by family, friends or the media
We know what New Zealanders want from their dealings with public services.
Kiwis Count 2007 and 2009 show that we consistently value the same things in public services.
New Zealanders want their expectations met, they want the staff they deal with to be competent and to keep their promises, they want to be treated fairly and to have their individual circumstances taken into account, and they want to feel that services are providing good value for their tax dollars.
New Zealanders use a range of ways to find information about and to access public services.
Internet is the most popular way to look for information about public services, although telephone is still widely used and people prefer to carry out transactions in person.
Making online services user-friendly, providing follow-up confirmation to avoid misunderstandings, protecting privacy and improving online security could encourage greater use of online services.