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Individual Services Quality Trend

As described in Appendix 1, Kiwis Count measures New Zealanders' satisfaction with 42 commonly used services. In this section, we discuss changes in SQS for individual services.

We present the individual services' levels of improvement over the previous year and also highlight those services which have had statistically significant increases or decreases since they were first measured by Kiwis Count.

Individual service Kiwis Count data can be viewed here

The level of improvement over time is important as it highlights improvements as well as services which may be stagnating or falling behind.

Statistically significant increases are a factor of how much a service is used as well as quantum of change. For example, public libraries with only a one point SQS increase since the service was first measured, has experienced a statistically significant increase as it is the service with the second highest usage (55% of respondents had visited a public library within the past year).

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Since 2007 (or first measured)

In June 2015, 34 services have improved their annual scores on their first measured score. Twenty-one of these increases have been statistically significant. They are:

  • A childcare subsidy.
  • Stayed in a public hospital.
  • Contact with Statistics NZ for information or about taking part in a survey.
  • A hunting or fishing licence.
  • A passport.
  • Enquired about tax, receiving tax credits (such as Working for Families), Student loan repayments or KiwiSaver.
  • National environmental issues or the Resources Management Act.
  • Received outpatient services from a public hospital (includes A & E).
  • Registering a birth, death, marriage or civil union.
  • Registering a new company or filing an annual return for a registered company.
  • The arrival process after landing at a New Zealand international airport from anywhere from Australia.
  • The arrival process after landing at a New Zealand international airport from anywhere except Australia.
  • The Police (for a non-emergency situation).
  • Used an 0800 number for health information.
  • Your local council about a building permit.
  • A kindergarten, day-care, crèche, preschool, home-based service, playcentre. Kōhanga Reo, Aoga Amata, Puna Reo or playgroup etc that your child attends or may attend in the future.
  • Accident compensation for injuries.
  • Emergency services i.e.111.
  • Paying fines or getting information about fines.
  • Registered a business entity for tax purposes or filed a tax return.
  • Visited a public library.

Three services recorded the same SQS as first measured.

Five services had decreases in SQS since they were first measured. None of these decreases are statistically significant.

The median level of improvement since first measured is +4 points, with the level of change ranging from +11 to -3 points.

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Over the Year:

In June 2015, 23 services improved their annual scores on their June 2014 score. Eight of these improvements were statistically significant:

  • Applying for or receiving a student loan or student allowance.
  • Visited sorted.org.nz for information to help manage your personal finances or retirement income.
  • A hunting or fishing licence.
  • A passport.
  • Stayed in a public hospital.
  • Enquired about tax, receiving tax credits (such as Working for Families), Student loan repayments or KiwiSaver.
  • Received outpatient services from a public hospital (includes A&E).
  • The arrival process after landing at a New Zealand international airport from Australia.

Nine services recorded the same SQS as in June 2014.

Ten services recorded decreases in SQS over the year. None of these decreases are statistically significant.

The median level of change over the year is +1 point, with the level of change ranging from +8 to -7 points.

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Over the Quarter:

In June 2015, 31 services improved their scores on their March 2015 score. Four of these increases were statistically significant:

  • Living in a Housing New Zealand home.
  • ERO school or early childhood reports.
  • Visited sorted.org.nz for information to help manage your personal finances or retirement income.
  • A state or state integrated (public) school that your child attends or may attend in the future.

Four services recorded the same SQS as March 2015.

Seven services recorded decreases in service quality over the year. None of these decreases are statistically significant.

The median level of change over the quarter was +1 point, with the level of change ranging from +15 to -4 points.

Table 1 Annual Service Quality Scores for Individual Services (ordered by level of improvement since 2014)

Service Annual Level of improvement over year Significant change from 2014 Significant change since first measured
2007 2009 2012 2013 2014 2015
Applying for or receiving a student loan or student allowance 59 59 52 59 54 62 8 YES   
A childcare subsidy 56 65 60 67 60 67 7   YES 
Stayed in a public hospital 68 71 74 74 72 77 5 YES  YES 
Contact with Statistics New Zealand for information or about taking part in a survey 65 67 67 68 67 71 4   YES 
Visited sorted.org.nz for information to help manage your personal finances or retirement income - - 81 75 76 80 4 YES   
A hunting or fishing license 77 72 79 80 79 82 3 YES  YES 
A passport 76 77 79 79 80 83 3 YES  YES 
Enquired about tax, receiving tax credits (such as Working for Families), Student loan repayments or KiwiSaver - 59 61 62 60 63 3 YES  YES 
Registering a birth, death, marriage or civil union 72 75 77 80 76 78 2   YES 
Received outpatient services from a public hospital (includes A & E) 69 68 72 74 73 75 2 YES  YES 
Used an 0800 number for health information 67 70 70 75 74 76 2   YES 
The arrival process after landing at a New Zealand international airport from Australia - 73 79 80 79 81 2 YES  YES 
Your local council about a building permit 44 51 55 49 50 52 2   YES 
Importing goods into New Zealand or customs duties 62 57 66 63 64 66 2    
The police (for a non-emergency situation) 62 64 66 66 68 70 2   YES 
Registering a new company or filing an annual return for a registered company 70 71 74 74 72 74 2   YES 
Your local council about road maintenance 42 45 48 48 46 48 2    
A housing subsidy or accommodation supplement 56 62 64 61 59 61 2    
A state or state integrated (public) school that your child attends or may attend in the future 77 72 74 75 76 78 2    
Your local council about property rates 59 57 55 59 60 61 1    
Employment or retraining opportunities 64 61 59 61 63 64 1    
Licensed or registered a vehicle - - 80 80 80 81 1    
National environmental issues or the Resources Management Act 41 48 42 45 48 49 1   YES 
Emergency services i.e.111 73 77 84 81 79 79 0   YES 
The arrival process after landing at a New Zealand international airport from anywhere except Australia - 72 77 79 79 79 0   YES 
The Community Services card 73 74 75 75 75 75 0    
Visited a public library 83 82 85 84 84 84 0   YES 
Visited a national park 79 76 78 78 79 79 0    
A kindergarten, day-care, crèche, preschool, home-based service, playcentre, Kōhanga Reo, Aoga Amata, Puna Reo or playgroup etc that you child attends or may attend in the future 73 76 77 79 81 81 0   YES 
Accident compensation for injuries 65 64 70 67 70 70 0   YES 
Registered a business entity for tax purposes or filed a tax return - 64 71 71 70 70 0   YES 
Paying fines or getting information about fines 54 57 63 63 63 63 0   YES 
New Zealand Superannuation 79 75 84 83 81 80 -1    
Obtain, renewed, change or replace a driver licence - - 75 73 74 73 -1    
Your local council about rubbish or recycling (excluding the actual collection of rubbish and recycling from your household each week) 63 65 68 66 67 66 -1    
A rental property bond lodgement, refund or transfer - - 71 71 71 70 -1    
A university, polytechnic or wananga about a course you are attending or may attend in the future 70 70 75 74 73 72 -1    
A court, about a case you were involved with - 52 49 50 56 54 -2    
ERO (Education Review Office) school or early childhood reports - - 68 66 71 68 -3    
Obtaining family services or counselling 68 65 65 69 70 66 -4    
Receiving a benefit such as Jobseeker Support, Sole Parent Support or a Supported Living Payment 59 59 60 61 60 56 -4    
Living in a Housing New Zealand home - - 58 64 66 59 -7    

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