Customer satisfaction of NSW Government climbs despite turbulent 2020

Published: 23 Dec 2020

Released by: Minister for Customer Service and Digital Government, Minister for Customer Service

Customer satisfaction for both consumers and businesses in NSW has increased over the past year, with the annual independent rating showing it’s getting easier to deal with the NSW Government.

Customer Service Minister Victor Dominello said the 2020 Customer Satisfaction Measurement Survey showed customers’ overall experience with NSW Government services continues to rise despite the huge challenges faced this year.

“The NSW Public Sector brand perception ranks first for consumers and businesses compared to other industries measured in the latest survey,” Mr Dominello said.

“These numbers are a positive sign but there’s much more to do. This has been a tough year for the people and businesses of NSW and we will not rest on our laurels.

“The consumer satisfaction figure climbed to an all-time high of eight, up from 7.8 out of 10.”

The survey shows a significant increase in business satisfaction for the first time since 2016, with this benchmark reaching an average of 7.7 out of 10, up from 7.4.

During summer bushfires and the COVID-19 outbreak, NSW agencies from Health to Transport, and Education to Police were working to keep people safe. We thank customers for being willing to embrace these changes when it hasn’t always been easy,” Mr Dominello said.

The Department of Customer Service will analyse the data to develop recommendations to drive customer-centric improvements across the sector.

The results are produced independently every 12 months by PwC, and are based on surveys of approximately 4000 consumers and 1000 businesses and can be found on the Customer Experience Unit webpage

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