A pilot customer satisfaction questionnaire is now being sent to Contact centre callers.

What's happening

We’re now sending an optional Customer satisfaction questionnaire to callers to our Contact centre. The questionnaire is designed to help us improve our services.

How it will work

If you call the Contact centre and your query is resolved, an email linking to the questionnaire will automatically be sent to you. The 2 questions ask for a rating from 1-9 on the quality and ease of the interaction and support provided.

The 2 rating questions will only take a few seconds to complete. The optional free text fields may take anywhere between 1 and 3 minutes based on how much feedback you would like to share with us.

We will then regularly analyse the data to seek opportunities to improve your customer experience. Information gathered will be analysed and summarised to protect customer privacy.

It's optional, but we'd appreciate your feedback!

An email 'unsubscribe' option is currently not available, due to this potentially blocking all customer support emails from LINZ. The questionnaire will be sent from customersupport@linz.govt.nz and is optional - you can choose not to complete it.

Frequency and timeframes

Questionnaires will be sent on a 4-day cycle to capture a range of queries over time. Regular callers will only be asked to complete a survey once every 3 months, however only if you interact with the Contact Centre on Day 4 of the cycle.  

The pilot will run for 6-9 months with regular oversight.  

More information

For more information, email customersupport@linz.govt.nz or call the Contact Centre on 0800 665 463.

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