The Drivers Survey What New Zealanders told us

1. The Drivers SurveyWhat New Zealanders told us Presentation from the “Satisfaction and Trust in the State Services Report” undertaken by Colmar Brunton on behalf of the SSCMay 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 Based on most recent service experience (last 12 months). [From a list of 36 factors]: • The service experience met your expectations • Staff were competent • Staff kept their promises • You were treated fairly • Your individual circumstances were taken into account • It’s an example of good value for tax dollars spent

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

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

8. Drivers of satisfaction with service quality

9. Drivers of satisfaction with service quality – service type

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 Thinking about all the different kinds of public services (i.e. perceptions) [From a list of 15 factors] • 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

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

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

14. Drivers of Trust in public services

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

18. Overall quality of service - perception Mean Score 5.8 5.7 5.6 6.5 6.2 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]

19. Experience of public services

20. None Three to four Five to six Seven plus One to two Number of different public services used in last year Source: Q2

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

22. Overall ratings of trust and service quality – key points • Perceived trust mean = 5.7 • Perceived service quality mean = 5.8 • Experience service quality mean = 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. Service quality: comparison of perception & experience 25% 25% 0% 0% 1 5 10 5 10 1 Perception service quality Service quality experience Mean = 7.4 Mean = 5.8

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

26. Service Experience and Perceptions Service Experience 29% 34% PerceptionService Quality Perception TrustPublic Services 76%

27. Conclusions 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