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The Drivers of Satisfaction

The Drivers Survey[12], published in July 2007, identified the key factors (or drivers) that have the greatest influence on New Zealanders' satisfaction with, and trust in, public services. One way of improving satisfaction with public services is for agencies to focus on these key drivers.

Kiwis Count has measured the drivers of satisfaction since it began in 2007.

Performance on the drivers increased in 2012 on the 2007 and 2009 results.

Not all drivers are equal: ‘the service experience met your expectations' is the most important driver as it accounts for nearly one third of satisfaction with public services. Results for this driver are shown in figure 7.

Figure 7: Performance by channel on the driver 'The service experience met your expectations'


Overall results for the driver "the service experience met your expectations" are higher at June 2015 than June 2012 with a 6 percentage point narrower spread of results at 2015 than 2012:

  • At June 2015, the channel with the highest result was the ‘general: face to face channel' (81%).
  • Results for ‘general:face to face' and ‘phone' channels steadily increased through the period. The ‘phone' channel has come from the lowest base,and is still the driver with the lowest satisfaction, but it has increased the most of any channel (9 percentage points) over the period.
  • Despite a large (5 percentage point) increase for ‘transacting online' in 2013, which was maintained in 2014, the 2015 result returned to the 2012 level of 78%.
  • ‘Looking for information online' increased over the period by 4 percentage points. However, the large (8 percentage point) increase it experienced from 2012 to 2013 was not maintained and the channel experienced a decrease of 4 percentage points in 2014 which was then maintained in 2015.

That online channel service satisfaction with this driver has fluctuated may indicate that expectations for online channels is increasing, rather than poorer services are being provided per se. This period covers a time when mobile uptake has been dramatic. As digital has become so integral in people's lives, behaviour has changed but changes to online service design may not be occurring at the same rate. It is a signal for agencies to keep up with delivering services in the way their customers want to operate.

Appendix Two reports performance on drivers for all channels. Similar results as reported above can be seen in these graphs. Since 2012, performance on:

  • the General: Face to Face channel has been generally flat
  • online channels increased at first and then fell back somewhat
  • the telephone channel has increased.

The Key Drivers of Customer Satisfaction

The service experience met your expectations.

  • Staff were competent.
  • Staff kept their promises, they did what they said they would do.
  • You were treated fairly.
  • You feel your individual circumstances were taken into account.
  • It's an example of good value for tax dollars spent.


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