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The Customer Voice

Using data to improve service design and delivery leads to improved customer satisfaction. Data can indicate that initiatives are working and where modifications need to be made.

This section of the report will:

  • discuss the State Services Commission's (SSC) New Zealanders' Experience Research Programme (NZE), of which Kiwis Count is a part
  • present a case study from NZ Police about how it has used key aspects of NZE to drive performance improvement
  • present a case study from Inland Revenue about how its focus on improving customer experience has led to results in its peak season turning an important corner this year.

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