NZ workers keen on AI but turn to risky shadow tools

New Zealand employees are among the most optimistic in the world about artificial intelligence, yet they have the lowest level of compliance with employer-provided AI tools, according to new research from Qualtrics.

The Qualtrics 2026 Employee Experience Trends Report found 56% of employees in New Zealand feel hopeful or excited about AI, above the global average of 49%. It also found 43% believe AI enables them to do things they previously could not do, compared with 37% globally.

At the same time, only 12% of New Zealand employees said they use only company-provided AI tools. That compares with 20% globally and is the lowest rate of any market included in the study.

The report linked the gap to limited workplace technology adoption. Just 38% of New Zealand employees reported experiencing new technology adoption over the past year, compared with a global average of 42%.

This mix of high personal enthusiasm and low access to approved tools increases the likelihood employees will use unauthorised services, often described as "shadow AI". That can create governance issues for employers and raises the risk of sensitive data being shared outside approved systems.

Listening focus

Beyond AI, organisations in New Zealand have increased their focus on employee listening and feedback. Some 39% of organisations increased how much they listened to employees over the past year, compared with 25% globally.

New Zealand workplaces are also experiencing higher levels of organisational change than the global average. Some 81% of organisations reported significant change, compared with 72% globally.

The report found a strong association between increased listening and engagement. Organisations that increased listening recorded 90% engagement, compared with 51% in organisations that listened less, based on the figures provided.

In a separate comparison focused on customer-facing workers, organisations that increased listening recorded 90% engagement, while those that did not change their listening recorded 68%.

Employees at organisations with more frequent listening were also more likely to say their organisation exceeds expectations: 74%, compared with 37% at organisations that did not change their listening.

Inclusion and wellbeing were also higher at organisations with more frequent listening. Inclusion was 91% compared with 72% among organisations that did not change their listening. Wellbeing was 90% compared with 71%.

Higher expectations

The research suggests maintaining current listening levels may not be enough in New Zealand. Intent to stay was 54%, compared with 64% globally.

Steve Bennetts, Head of Growth & Strategy, Employee Experience at Qualtrics, said expectations in New Zealand appear sharper than in many other markets.

"The data signals are clear: employees in New Zealand have a lower tolerance for being ignored," Bennetts said.

He added: "New Zealand organisations are investing in listening, and the ones doing it well are seeing exceptional results with customer-facing workers. But the gap between organisations that prioritise listening and those that don't is more severe here than almost anywhere else."

Part-time concerns

The report highlighted part-time workers as a group with weaker outcomes. Engagement among part-time workers fell to 61%, two points below the global average of 63%, and down 11 points year-on-year.

Only 20% of part-time workers in New Zealand said their organisation exceeds expectations. This measure fell 17 points over the past year, from 37% to 20%. The global average was 31%.

"This is a red flag for New Zealand organisations," Bennetts said. "Part-time workers are often among the more vulnerable employees, and when an overwhelming majority don't believe their organisation exceeds expectations, that translates directly to turnover, productivity loss, and inconsistent customer experiences. Our data suggests that listening and support systems that work for full-time customer-facing employees simply aren't reaching part-time workers."

Shadow AI risk

Qualtrics said the AI results point to uneven organisational investment in workplace technology. Employees report AI is delivering value in day-to-day work, but employers have not matched that interest with approved tools and formal infrastructure.

"Employees in New Zealand are embracing AI because it delivers real value, but they're doing it through shadow AI tools because organisations haven't provided approved alternatives. If you don't provide the tools, your employees will solve the problem without you, creating massive security and data risks and missing an opportunity to strategically harness AI," Bennetts said.

The global study included 33,831 full-time and part-time employees across 24 countries and 30 industries. The New Zealand sample included 934 respondents from organisations with 100 to more than 50,000 employees.

"We're seeing a significant lack of support for formal technology infrastructure in New Zealand compared with other markets, which explains why employees are seeking unauthorised AI tools. They're eager to adopt new tools, but without organisational investment in approved technology they're forced to find their own solutions, which puts both employees and employers at risk," Bennetts said.