Explain what to expect

Customers need to understand what steps are involved and be contacted when they need to know something.




Central to providing a good customer experience to our customers is keeping them informed and updated. This includes explaining what they need to know and what they need to do. It also involves contacting them when they need to know something and being there when they need us. This helps build trust and confidence in the services we are delivering.

Here’s what customers told us

We asked customers to rate their experience with a government service to understand how we are tracking against our commitment to explain what to expect.

“As a customer I would like to understand the process and the type of service I am likely to receive before proceeding.”

Male, 60 years, Metro NSW 1


How customers are experiencing our services

Our customers explain how we keep them informed about what to expect when interacting with our services.



Explain what to expect

Explain what to expect case studies

Learn how we keep our customers informed about what to expect when interacting with our services.



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Case studies

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Find out how our customers are experiencing our services. They include the people, communities and businesses of NSW.

Customer Commitments

Read about our promise to customers on what to expect when interacting with our services.

Key metrics

Find how State of the Customer reports on our goal to deliver easy, effective, and trustworthy services.


See a range of services we deliver that cater to customers with different needs and circumstances.


Return to the State of the Customer homepage. 

About the Customer Commitments data

1 NSW Government Customer Experience Qualitative Research, Q1 2022.

CXS Source: NSW Government Customer Experience Survey (CXS). About the survey methodology.

Fieldwork: January to June 2022. 
Questions: Thinking about your experience with the government service… we would like your opinion on how well you were communicated to. Please indicate how strongly you agree or disagree with each of the statements below.
Base: Customers who have interacted with government services in the last 12 months.
Sample sizes: ‘Explain what to expect’ Customer Commitments (n=10158 to 10238).
Definitions and notes: Responses to the Customer Commitment questions are calculated as the percentage of customers that selected ‘Strongly agree’ or ‘Somewhat agree’ and it excludes ‘Not applicable’ responses.

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