EQC Performance GoalsIEQC is committed to constantly improving customer service in Canterbury in particular. Surveys and market research contribute to this ongoing process.Four UMR Research claimant satisfaction surveys, three UMR Research qualitative surveys of Canterbury claimants and four (quarterly) Nielson Market Research (Monitoring the Effectiveness of EQC’s Communications) polls were conducted in the 2011/12 financial year. http://www.parliament.nz/NR/rdonlyres/1FFA340C-88DA-426D-A885-67CA6E35F518/255084/50SCFE_EVI_00DBSCH_FIN_11696_1_A310695_EarthquakeC.pdfPg. 4

Auditor General Financial Review briefing to the Commerce Committee 2009/10 Financial Year 9 Dec. 2010

At a level of 80% customer satisfaction, 30,000 Canterbury earthquake claimants will be less than satisfied. Pg. 10

http://www.parliament.nz/NR/rdonlyres/BBC5DF98-3590-453E-9F05-0B7CBEC91C99/211929/50SCCO_ADV_00DBSCH_FIN_10868_1_A223243_Officeofthe.pdf

EQC Annual Report 2011 69% of surveyed claimants whose claims were settled were satisfied or very satisfied with the overall level of service, Pg. 64

EQC Annual Report 2012Satisfaction surveys were conducted quarterly through this financial year, with 55.5% of EQC claimants rating themselves as being either very satisfied or satisfied with its overall service delivery. This falls well below the results obtained in the 2009 Kiwis Count survey, in which 70% of respondents found public services to meet their performance expectations. Pg. 56http://www.eqc.govt.nz/about-eqc/publications/annual-reports

Without changes this interprets to 66,750 claimants being dissatisfied with EQCs performance 44.5%

1Earthquake Commission

Financial Review briefing to the Commerce Committee

2009/10 Financial Year

9 December 2010