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Case Studies

New Zealand Police

NZ Police has focused on bringing the customer into the heart of its interactions with New Zealanders. As a result the SQS for the service “The Police (for a non-emergency situation” has increased 8 points since first measured. This is 2 points more than the overall SQS has increased over that time. The service's rate of improvement over the past two years is double the overall improvement.

Figure 8: Service Quality Score (The Police and the Public Service)

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In the first case study, on pages 17-20, NZ Police describes how it has used customer experiential data to improve services to the public.

Inland Revenue

Since the Kiwis Count survey became continuous, a clear pattern of satisfaction decreasing in Inland Revenues peak period (Jan - Mar) has been evident.

This year, for the first time, this decline did not happen.

Figure 9: Quarterly Service Quality Score (Enquired about tax, receiving tax credits (such as Working for Families), Student loan repayments or KiwiSaver)

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Inland Revenue has been working to improve the service experience of its customers, with a particular focus on meeting peak demand more quickly.

The reversing of the March decline in the ‘Enquired about tax, receiving tax credits (such as Working for Families), Student loan repayments or KiwiSaver' service has contributed to the service's statistically significant annual increase to June 2015.

In the second case study, on pages 21–22, Inland Revenue describes how its work to improve customer satisfaction has been a multi-faceted approach.

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