9735 (2025). Francisco Hernandez to the Minister of Education

9735 (2025). Francisco Hernandez to the Minister of Education: What surveys of service quality, if any, have been conducted in the Minister's departments, if any, since 27 November 2023, listed by title and date?

Hon Erica Stanford: I refer the Member to the attached table, showing surveys of service quality conducted by the Ministry of Education (the Ministry) since 27 November 2023. I am advised that more widely, the Ministry conducts regular surveys as part of its routine work programme. These are broadly outlined below: • The Ministry’s Education Service Desk adds a survey link to every email response and Service Desk ticket notifications to gather customer satisfaction feedback. This applies to both internal Ministry users and external sector users. The feedback received allows the Ministry to review and enhance processes based on the input provided. • The Ministry requires participants of Structured Literacy Approaches Professional Learning and Development (PLD), Maths PLD; and e-asTTle workshops to complete surveys about the PLD they are engaged in. • Between November 2023 and June 2024, the Ministry surveyed schools following their annual school visits by their school property advisor to gather feedback on the school visit and the property service being delivered. The data from each survey was collected and provided to the Regional Infrastructure Managers who are responsible for the property service in the region. • The Ministry’s regional offices regularly conduct workshops and engagements for the sector. These often include participant feedback evaluations following the engagement. I am advised that Education New Zealand (ENZ) conducted the following two surveys of service quality since 27 November 2023: • the 2024 International Education Sector Survey from 30 May 2024 to 5 June 2024. This survey goes out to the New Zealand international education sector. • the 2024 International Student Experience Survey from 10 May 2024 to 4 June 2024. I am advised that the New Zealand Qualifications Authority (NZQA) administers the following surveys of service quality: • customer satisfaction survey (opt-in) administered throughout the year and reported on quarterly for Statement of Performance Expectations (SPE) • end of call customer satisfaction survey (opt-in) administered by contact centre through a voice survey after the call • Chat Bot National Student Number (NSN) query customer satisfaction survey administered after a request for NSN has been acted on. The above customer experience surveys are continually administered to gauge service quality • NCEA-information workshop participant survey administered throughout the year • NZQA tertiary education organisation annual survey • Annual School and Kura Satisfaction Pulse Check, which ran this year between February and March 2025 • Workforce Development Council satisfaction survey completed June 2024. I am advised that the Education Review Office conducts a post review questionnaire after each review of a school or early learning service. The results of these are included in its Annual Report.