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Highlights of the 2025 All-of-Government (AoG) agency satisfaction survey

This year’s survey shows an overall satisfaction rating of 67% across the 23 collaborative contracts managed by New Zealand Government Procurement (NZGP). 

The survey results show strong gains in the quality of relationship management and communications, along with an increase in satisfaction with the quality of service provided by the NZGP team.

However, overall satisfaction with AoG contracts has fallen to 67%. This is a 5% drop from last year and below our 70% target.

The fall was primarily driven by a rise in neutral sentiments and lack of standout moments. Notably, we observed declines in two key areas: ‘Quality of service from suppliers’ and ‘Range of products and services’, which seem to have influenced the overall satisfaction score.

Here’s an overview of the key metrics and trends:

  • Overall satisfaction with AoG contracts: 67% (↓5%)
  • Quality of service from AoG suppliers: 73% (↓5%)
  • Range of products and services: 75% (↓4%)
  • Quality of service from NZGP team: 64% (↑4%)
  • Relationship management: 76% (↑16%)
  • Communications: 70% (↑9%)

Overall, these results highlight an opportunity to address supplier performance and product diversity.

Agencies continue to value cost savings, simplified procurement processes, and access to vetted and pre-qualified suppliers. Positive feedback highlighted NZGP’s improved responsiveness, helpful support, and clearer communications.

On the other hand, respondents highlighted AoG systems and processes are still overly complex and have asked for clearer reporting on savings. Several comments also point to supplier performance, and more diverse supplier panels, including regional and Māori/Pasifika providers.

We have initiatives underway to improve the service we provide to our customers to address these points, including:

  • Ongoing enhancements to systems and processes for an improved user experience
  • Interactive data dashboards for better reporting and insights
  • Introduction of new categories for more cost-effective and sustainable options
  • Launch of Procure Connect to streamline source-to-contract processes.

Thanks to everyone who responded to our agency satisfaction survey. We received 457 responses from agencies, councils, and schools. This feedback is very important; it helps us deliver better value and outlines areas and opportunities for improvement.

Read the full 2025 agency satisfaction survey report.

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