Tax agent survey results (Jan-Mar 2025)

Thank you to everyone who participated in the January-March 2025 Tax Agents Voice of the Customer (TAVOC) survey. Your feedback continues to shape the way we deliver services. We're pleased to share some of the key insights and improvements we've made based on what you have told us.

Previous survey results have highlighted 3 key areas where we could do better:

• faster responses to web messages
• easier to get through on the phone
• more consistent advice.

Faster responses to web messages

We reallocated staff to focus on web messages, especially during the busy March filing period. This has resulted in 95% of web messages being responded to within 10 days, compared to 78% last year.

Easier to get through on the phone

Despite a 13% increase in call volumes from the last quarter, the percentage of calls we answered rose from 81% to 87%.

Tax agent satisfaction with our responsiveness to queries has risen to 78%, up from 70% just 2 quarters ago.

More consistent advice

We also know that consistency of advice is crucial. That's why we have introduced a new quality framework for our frontline staff. Although this is work in progress, tax agent satisfaction with our consistency of advice has steadily improved to 78%, up from 73% in mid-2024. This is an area for us to keep focused on as we continue to recruit new staff.

Overall experience results

There is a strong link between our service delivery, in terms of responsiveness and consistency of advice, and your overall experience with us. This shows in this quarter's results:

• 94% of tax agents are satisfied with their overall experience with Inland Revenue
• 95% found it easy to get what they needed from their most recent interaction with us.

Individual income tax assessment period

The individual income tax assessment period has now started, and we have reallocated some staff to support these customers. We hope to maintain our service levels to you during this time, but appreciate your understanding if things get busy.

Thank you for your feedback - it helps us identify areas for improvement and assess the impact of any changes we make.

Previous survey result articles

Tax agents survey results (Oct-Dec 2024)

Tax agents survey results (Jul-Sep 2024)

Tax agents survey