- The drivers are very closely linked. Meeting the expectations of New Zealanders is the most effective way of improving satisfaction overall. However, this research shows that meeting expectations involves the other drivers. As such, many of the suggested improvements apply to several drivers.
- The service experience is more important than outcome. Participants who got what they wanted, but didn't like the actual service they received, were not satisfied.
- Staff need to be customer focused. It is vital that agencies have the right people, and that staff are well trained and are knowledgeable about the services their agency provides. Ensuring staff are customer focused - that is, they listen, make the effort to understand and empathise with their customers, are respectful and treat people fairly - will go a long way towards improving New Zealanders experience with public services.
- It is important to admit and fix mistakes. Participants accepted that mistakes do happen. However, when one occurs agencies needed to take responsibility by apologising, explaining what has happened and fixing the mistake.
- Participants had strong views as to what constitutes good value for tax dollars spent. Most were able to list a clear set of services that were 'good value'. These tended to be core services (such as: health, education and emergency services) or where participants had received a high quality service.
- Set and monitor service standards so that staff know what is expected of them and the public are aware of the standards they can expect to receive.
- Raise public awareness of the State Service's Standards of Integrity and Conduct5. Although these standards are used for internal purposes, there was strong support for them to be made more visible so that the public are aware of the standards they can expect to receive.
- Telephone was one of the most common ways participants used to contact public services. However, telephone also had the lowest satisfaction levels. These findings are consistent with the Kiwis Count 2007 survey results.