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 SSC

May 2007

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

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

What are drivers?

The short list of things that have the greatest influence on trust and

satisfaction

Drivers of satisfaction with service quality

1. The service experience met your expectations2. Staff were competent3. Staff kept their promises4. You were treated fairly5. Your individual circumstances were taken into

account6. 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]:

Drivers of satisfaction with service quality

• These 6 drivers account for 66% of total satisfaction

6 Drivers66%

All other factors34%

0% 20% 40% 60% 80% 100%

Satisfaction servicequality

Base: Respondents asked about their most recent service experience where personally & directly involved (n=1,123)

Drivers of satisfaction with service quality - everyone

Drivers of satisfaction with service quality

Everyone(66%)

Māori(77%)

Pacific(57%)

Asian(57%)

Young People(62%)

Met expectations

Treated fairly Competent Staff

Met expectations

Met expectations

Competent Staff

Competent Staff

Kept promises Treated fairly Kept promises

Kept promises Kept promises Good value Good value Treated fairly

Treated fairly Individual circumstances

Admitted mistakes

Competent Staff

Competent Staff

Individual circumstances

Good value Understood process

Kept promises Good value

Good value Individual circumstances

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

Met expectations

Met expectations

Met expectations

Met expectations

Individual circumstances

Individual circumstances

Competent staff

Competent staff

Good value Kept promises Treated fairly Kept promises Treated fairly

Individual circumstances

Good value Good value Treated fairly Kept promises

Kept promises Competent Staff

Competent Staff

Individual circumstances

Good value

Treated fairly Treated fairly Kept promises Good value

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

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 fairly4. The public service keeps its promises – that is, it

does what it says it will do5. 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]

Drivers of Trust in public services

• These 5 drivers account for 57% of trust in public services

5 Drivers57%

All other factors43%

0% 20% 40% 60% 80% 100%

Trust in public services

Base: All respondents (n=1,222)

Drivers of Trust in public services

Drivers of Trust in public services

Everyone(57%)

Māori(61%)

Asian(60%)

Confidence Public Servants do good job

Confidence Public Servants do good job

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

Public Service keeps its promises

Provides you with all information needed

Admits responsibility when makes mistakes

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)

Perceptions of public services

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

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

Experience of public services

Source: Q2

None One to two Three to four Five to six Seven plus

Number of different public services used in last year

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

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

Relationship between perceptions and experience

Perception service quality Service quality experience1 110 10

0%

25% 25%

0%

Service quality: comparison of perception & experience

5 5

Mean = 5.8 Mean = 7.4

Perception trust Trust them to do what is right1 110 10

0%

25% 25%

0%

Trust: comparison of perception & experience

5 5

Mean = 5.7 Mean = 7.4

Service Experience and Perceptions

Service Experience

Perception TrustPublic Services

PerceptionService Quality

76%

29% 34%

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