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Executive Summary

Kiwis Count results show New Zealanders have high trust in, and satisfaction with, their public services and that their trust and satisfaction continues to grow. It is evidence of a public service delivering well and working to improve public services.

A consistent theme to increased Kiwis Count satisfaction scores is agencies designing their services around 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 are maintained and increased. This report includes two case studies (from NZ Police and Inland Revenue) which illustrate this.

The results show there is much to be proud of, but also identifies areas for improvement.

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