Kiwis Count 2007

Canada world leaders

Development of Kiwis Count

Service quality score Mean service quality score for all services used last 12 months. Scale converted from 1-5 to E

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

Base: Respondents asked about their most recent service experience where personally & directly involved (n=1,123) Not all drivers are equal E

Performance on drivers Most recent service experience. Scale Strongly disagree = 1, Strongly agree = 5. Total agree = 4+5, Neutral = 3, Total disagree = 1+2 E

Satisfaction – most recent service experience Most recent service experience. Scale 1-5, Very dissatisfied = 1, Very satisfied = 5. Total satisfied = 4+5 E

Expectations - Public vs. Private sector Disagree (total) NeutralAgree (total) Net score I expect public services to provide a higher level of service quality than the private sector I find the quality of service provided by public services to be higher than the private sector Public services have a more difficult task than the private sector P

Satisfaction with non-government services 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 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 Thinking about all the different kinds of public services (i.e. perceptions) P

Base: All respondents (n=1,222) Drivers of Trust not all equal P

Performance on drivers of trust Overall perception. Scale Strongly disagree = 1, Strongly agree = 5. Total agree = 4+5, Neutral = 3, Total disagree = 1+2 P

Trust in public services Do not trust them at all Trust them completely P

Trust in most recent service Strongly disagree Strongly agree E

Service quality rating for all services used last 12 months All services used last 12 months. Service quality score = 4+5. Scale 1-5, Very poor = 1, Very good = 5. E

Performance on drivers of satisfaction for Māori 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