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Kiwis Count 2007. Canada world leaders Development of Kiwis Count.
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Transcript of Kiwis Count 2007. Canada world leaders Development of Kiwis Count.
Kiwis Count 2007
Canada world leaders
Development of Kiwis Count
Service quality score
60 61 64 68 68
0
20
40
60
80
100
Canada1998
Canada2000
Canada2002
Canada2005
Kiwis Count2007
Mean service quality score for all services used last 12 months. Scale converted from 1-5 to 0-100.
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 equalE
Performance on drivers
21
21
18
17
14
16
24
16
9
13
11
18
55
63
73
70
75
66
It's an example of goodvalue for tax dollars spent
You feel your individualcircumstances were taken
into account
You were treated fairly
Staff kept their promises
Staff were competent
The service experiencemet your expectations
% Neutral % 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
Satisfaction – most recent service experience
Most recent service experience. Scale 1-5, Very dissatisfied = 1, Very satisfied = 5. Total satisfied = 4+5
42
52
68
72
73
74
75
77
79
68
Taxation & Business Services
Social Assistance
Justice & Security
Passports & Citizenship
Local Government
Health
Education & Training
Motor Vehicle
Environment & Recreation
Total
E
Expectations - Public vs. Private sector
Disagree(total)
Neutral Agree(total)
Netscore
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
P
Satisfaction with non-government services
30
33
33
28
24
25
21
27
23
31
27
15
10
12
9
6
15
15
39
41
53
63
64
65
72
58
62
An Internet service provider
A telephone company
An electricity or gas company
A credit card company
An insurance company
A postal or courier company
A bank or finance company
Non-government total
Public services total
% Neutral % Total poor % Total good
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 equalP
Performance on drivers of trust
36
43
44
45
42
48
33
26
19
27
16
23
30
36
30
The public service admitsresponsibility when it
makes mistakes
The public service keepsits promises
Public servants treatpeople fairly
The public serviceprovides services that
meets your needs
You have confidence thatpublic servants do a good
job
% Neutral % Total disagree % Total agree
Overall perception. Scale Strongly disagree = 1, Strongly agree = 5. Total agree = 4+5, Neutral = 3, Total disagree = 1+2
P
Trust in public services
5
17
49
25
4
1 2 3 4 5
Q5 Overall perception of trust in the public services
Do not trust them
at all
Trust them completely
P
Trust in most recent service
6 6
20
30
37
1 2 3 4 5
Q16 Overall you can trust them to do what is right [most recent experience]
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.
51
51
53
63
65
66
69
71
74
61
49
54
59
63
64
64
70
70
74
62
Taxation & Business Services
Justice & Security
Social Assistance
Local Govt
Health
Education & Training
Motor Vehicle
Passports & Citizenship
Environment & Recreation
Overall Satisfaction
Total
Māori
E
Performance on drivers of satisfaction for Māori
24
21
18
16
17
23
19
16
10
10
53
60
66
74
73
It's an example of goodvalue for tax dollars spent
You feel your individualcircumstances were taken
into account
Staff kept their promises
Staff were competent
You were treated fairly
% Neutral % 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
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