Kiwis Count 2007
Canada world leaders
Development of Kiwis Count
Service quality score
E
100
80
60
61
64
Canada
1998
Canada
2000
Canada
2002
68
68
Canada
2005
Kiwis Count
2007
60
40
20
0
Mean service quality score for all services used last 12 months. Scale converted from 1-5 to 0-100.
Drivers of satisfaction with
service quality
•
The service experience met your expectations
•
Staff were competent
•
Staff kept their promises – that is, 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
E
Not all drivers are equal
E
50%
40%
31%
30%
19%
20%
14%
13%
13%
11%
10%
0%
The service
experience met
your expectations
Staff were
competent
Staff kept their
promises
You were treated
fairly
You feel your It's an example of
individual
good value for tax
circumstances
dollars spent
were taken into
account
Base: Respondents asked about their most recent service experience where personally & directly involved (n=1,123)
Performance on drivers
E
The service experience
met your expectations
Staff kept their promises
13
17
You were treated fairly
9
18
You feel your individual
circumstances were taken
into account
It's an example of good
value for tax dollars spent
16
24
75
14
11
Staff were competent
66
16
18
73
63
21
55
21
% Neutral
70
% Total disagree
% Total agree
Most recent service experience. Scale Strongly disagree = 1, Strongly agree = 5. Total agree = 4+5, Neutral = 3, Total disagree = 1+2
Satisfaction – most recent
service experience
Total
68
Environment & Recreation
79
Motor Vehicle
77
Education & Training
75
Health
74
Local Government
73
Passports & Citizenship
72
Justice & Security
68
Social Assistance
Taxation & Business Services
Most recent service experience. Scale 1-5, Very dissatisfied = 1, Very satisfied = 5. Total satisfied = 4+5
52
42
E
Expectations - Public vs.
Private sector
P
Disagree Neutral Agree Net
(total)
(total) score
I expect public services to provide a higher
level of service quality than the private sector
19
35
47
+28
I find the quality of service provided by public
services to be higher than the private sector
46
42
12
-34
Public services have a more difficult task than
the private sector
35
35
30
-5
Satisfaction with
non-government services
Public services total
15
Non-government total
23
15
62
27
6
A bank or finance company
58
21
72
A postal or courier company
9
25
65
An insurance company
12
24
64
A credit card company
10
15
An electricity or gas company
28
63
33
53
A telephone company
27
33
41
An Internet service provider
31
30
39
% Total poor
% Total good
% Neutral
Any service used last 12 months. Scale 1-5, Very poor = 1, Very good = 5. Total good = 4+5, Neutral = 3, Total poor = 1+2
E
Drivers of Trust in public
services
Thinking about all the different kinds of public services (i.e.
perceptions)
•
•
•
•
•
You have confidence that public servants do a good
job
The public service provides services that meet your
needs
Public servants treat people fairly
The public service keeps its promises – that is, it
does what it says it will do
The public service admits responsibility when it
makes mistakes
P
Drivers of Trust not all equal
P
50%
40%
38%
30%
18%
20%
15%
14%
14%
10%
0%
Confidence public Provides services
servants do a good
that meet your
job
needs
Base: All respondents (n=1,222)
Public servants
treat people fairly
Public service
Admits
keeps its promises responsibility when
makes mistakes
Performance on drivers of
trust
You have confidence that
public servants do a good
job
27
The public service
provides services that
meets your needs
19
Public servants treat
people fairly
42
45
26
The public service keeps
its promises
33
The public service admits
responsibility when it
makes mistakes
48
30
36
44
43
36
% Neutral
% Total disagree
Overall perception. Scale Strongly disagree = 1, Strongly agree = 5. Total agree = 4+5, Neutral = 3, Total disagree = 1+2
30
23
16
% Total agree
P
Trust in public services
P
49
25
17
5
1
Do not
trust them
at all
4
2
3
4
5
Trust them
completely
Q5 Overall perception of trust in the public services
Trust in most recent service
E
37
30
20
6
6
1
2
3
4
Strongly
disagree
5
Strongly
agree
Q16 Overall you can trust them to do what is right [most recent experience]
Service quality rating for all
services used last 12 months
62
61
Overall Satisfaction
74
74
Environment & Recreation
70
71
Passports & Citizenship
70
69
Motor Vehicle
64
66
Education & Training
64
65
Health
63
63
Local Govt
Social Assistance
Justice & Security
Taxation & Business Services
All services used last 12 months. Service quality score = 4+5. Scale 1-5, Very poor = 1, Very good = 5.
E
59
53
54
51
49
51
Total
Māori
Performance on drivers of
satisfaction for Māori
You were treated fairly
Staff were competent
It's an example of good
value for tax dollars spent
17
73
10
16
74
16
Staff kept their promises
You feel your individual
circumstances were taken
into account
10
19
23
18
21
60
24
% Neutral
66
53
% Total disagree
% Total agree
Most recent service experience. Scale Strongly disagree = 1, Strongly agree = 5. Total agree = 4+5, Neutral = 3, Total disagree = 1+2
E
Kiwis Count resources
•
•
•
•
Summary booklet
Full report (on website)
Fact sheets
Communities of practice
– Telephone service delivery
– Online service delivery
• Common Measurements Tool (CMT)
Common Measurements Tool
• Measures drivers of
satisfaction
• Adapted for NZ
• Piloted by Police
• Benchmarking
• Available April 2008