Customer Experience Survey
The Department of Internal Affairs serves and connects people, communities and government to build a safe, prosperous and respected nation. The Department provides New Zealanders and New Zealand organisations with valuable services through its Passports, Citizenship, Charities, Community Operations and Births Deaths and Marriages Services.
To understand whether New Zealanders are satisfied with these services, the Service Delivery and Operations branch carries out a continuous Customer Experience Survey of the above services. We engage NielsenIQ, an independent research company, to conduct this research on our behalf. The results help us develop our services and ensure that they are meeting the needs of New Zealanders.
See our privacy statement for further details of what information we collect and what we do with it.
See also our Life and Identity Services Performance Measures Dashboard (December 2024)
View the 2022 survey results:
View the 2021 survey results:
View the 2020 survey results:
- Customer Experience Survey 2019-20, Service Delivery and Operations (June 2021) (.DOCX) 300k
- Customer Experience Survey 2019-20, Service Delivery and Operations (June 2021) (.PDF) 204KB
View the 2019 survey results:
- Customer Experience Survey 2018-19, Service Delivery and Operations (June 2021) (.DOCX) 230k
- Customer Experience Survey 2018-19, Service Delivery and Operations (June 2021) (.PDF) 377KB
View the 2018 survey results:
- Customer Experience Survey 2017-18, Service Delivery and Operations (March 2019) (.DOCX) 260k
- Customer Experience Survey 2017-18, Service Delivery and Operations (March 2019) (.PDF) 1MB
View the 2017 survey results:
- Customer Experience Survey 2016-17, Service Delivery and Operations (March 2018) (.DOCX) 404k
- Customer Experience Survey 2016-17, Service Delivery and Operations (March 2018) (.PDF) 639k
View the 2016 survey results:
- Customer Experience Survey 2015-16, Service Delivery and Operations (March 2017) (.DOCX) 404k
- Customer Experience Survey 2015-16, Service Delivery and Operations (March 2017) (.PDF) 639k
2015 survey results:
- Customer Experience Survey 2014-15, Service Delivery and Operations (January 2016) (.DOCX) 526k
- Customer Experience Survey 2014-15, Service Delivery and Operations (January 2016) (.PDF) 530k
2014 survey results:
- Customer Experience Survey 2013-14, Service Delivery and Operations (January 2015) (.DOCX) 235k
- Customer Experience Survey 2013-14, Service Delivery and Operations (January 2015) (.PDF) 205k
2013 survey results:
