1. The Drivers Survey What New Zealanders told us Presentation from the “Satisfaction and Trust in the State Services Report” undertaken by Colmar Brunton on behalf of the SSC May 2007

2. Contents Objectives & Methodology Findings –Drivers of satisfaction with service quality –Drivers of trust in public services –Relationship between perceptions and experience Conclusion –What have we learnt

3. Objectives & Methodology Improving New Zealanders’ experience of State Services – Access Goal Objectives to identify from NZers: –drivers of satisfaction with service quality –drivers of trust in the public services –better understand the relationship between perception and experience of public services Methodology –1,222 telephone interviews with New Zealanders aged 15 years plus –main sample fully representative of the national population –booster samples of key ethnic groups and 15 – 29 age group

4. What are drivers? The short list of things that have the greatest influence on trust and satisfaction

5. Drivers of satisfaction with service quality 1.The service experience met your expectations 2.Staff were competent 3.Staff kept their promises 4.You were treated fairly 5.Your individual circumstances were taken into account 6.It’s an example of good value for tax dollars spent Based on most recent service experience (last 12 months). [From a list of 36 factors]:

6. Drivers of satisfaction with service quality These 6 drivers account for 66% of total satisfaction

7. Base: Respondents asked about their most recent service experience where personally & directly involved (n=1,123) Drivers of satisfaction with service quality - everyone

8. Drivers of satisfaction with service quality Everyone (66%) Māori (77%) Pacific (57%) Asian (57%) Young People (62%) Met expectations Treated fairlyCompetent Staff Met expectations Competent Staff Kept promisesTreated fairlyKept promises Good value Treated fairly Individual circumstances Admitted mistakes Competent Staff Individual circumstances Good valueUnderstood process Kept promisesGood value Individual circumstances

9. Drivers of satisfaction with service quality – service type Mandatory Service (66%) Voluntary Service (71%) First Time Users (62%) Repeat Users (67%) Fee based Service (59%) Competent Staff Met expectations Individual circumstances Competent staff Good valueKept promisesTreated fairlyKept promisesTreated fairly Individual circumstances Good value Treated fairlyKept promises Competent Staff Individual circumstances Good value Treated fairly Kept promisesGood value

10. Drivers of satisfaction – key points There are 6 drivers which account for 66% of satisfaction with service quality: –Drivers consistent across all groups except Pacific peoples The service experience met your expectations most important driver –Except for Māori & Pacific peoples Pacific and Asian peoples’ drivers represent lowest percentage of satisfaction –Less homogenous populations

11. Drivers of Trust in public services 1.You have confidence that public servants do a good job 2.The public service provides services that meet your needs 3.Public servants treat people fairly 4.The public service keeps its promises – that is, it does what it says it will do 5.The public service admits responsibility when it makes mistakes Thinking about all the different kinds of public services (i.e. perceptions) [From a list of 15 factors]

12. Drivers of Trust in public services These 5 drivers account for 57% of trust in public services

13. Base: All respondents (n=1,222) Drivers of Trust in public services

14. Everyone (57%) Māori (61%) Asian (60%) Confidence Public Servants do good job Provides services that meet your needs Public Servants treat people fairly Provides services that meet your needs Public Servants treat people fairly Provides services that meet your needs Public Service keeps its promises Provides you with all information needed Admits responsibility when makes mistakes

15. Drivers of Trust – key points There are 5 drivers which account for 57% of trust in public services –You have confidence that public servants do a good job most important driver No drivers identified for Pacific peoples or Young people –Factors that drive trust either not on list of 15 and/or –Factors that drive trust vary from person to person (or culture to culture)

16. Perceptions of public services

17. Source: Q1b “Overall, to what extent do you trust the public service” [1= Do not trust them at all; 10= Trust them completely] Mean Score 5.7 5.5 5.4 6.2 6.6 Trust in public services - perceptions

18. Source: Q1c “How would you rate the overall quality of the public service” [1= Quality of service is very poor; 10= Quality of service is excellent] Mean Score 5.8 5.7 5.6 6.2 6.5 Overall quality of service - perception

19. Experience of public services

20. Source: Q2 None One to two Three to fourFive to sixSeven plus Number of different public services used in last year

21. Source: Q5a “Thinking about your service experience with… overall quality of this service experience [1= Very poor; 10= Excellent] Mean Score 7.4 7.2 6.8 7.4 7.3 Overall satisfaction with recent public service experience

22. Overall ratings of trust and service quality – key points Perceived trustmean = 5.7 Perceived service qualitymean = 5.8 Experience service qualitymean = 7.4 –Pacific peoples used greatest number of services also lowest satisfaction with service quality, mean = 6.8

23. Relationship between perceptions and experience

24. Perception service quality Service quality experience 1 1 10 0% 25% 0% Service quality: comparison of perception & experience 5 5 Mean = 5.8 Mean = 7.4

25. Perception trust Trust them to do what is right 1 1 10 0% 25% 0% Trust: comparison of perception & experience 5 5 Mean = 5.7 Mean = 7.4

26. Service Experience and Perceptions Service Experience Perception Trust Public Services Perception Service Quality 76% 29%34%

27. What have we learnt: Drivers are relevant in NZ Small group of consistent drivers Experience ≠ Perceptions Perceptions of Trust and Quality one and the same Conclusions