Customers interact with government services daily and expect those services to be easy, effective and trustworthy, no matter who they are, where they are or what they need.
State of the Customer reflects what customers have told us about their experiences with government services. Feedback is based on 3 key measures: ease of interacting with services, satisfaction with their experience and trust that services are working in customers’ best interests.
Feedback is captured through the new NSW Government Customer Experience Survey (CXS). This replaces the previous Customer Satisfaction Measurement Survey (CSMS). Over 30,000 individuals and businesses will be surveyed annually to provide a deeper understanding of how customers experience our services. The CXS is one of the largest public sector customer experience surveys of its kind in the world. It provides a comprehensive view of our customers, as well as how we are tracking against our Customer Commitments and vision to become the world’s most customer-centric government by 2030.
The insights gathered will help us understand the needs of our customers each year and improve their experiences with government services.
Read more about the State of the Customer report and survey methodology.
Here’s what customers told us based on their experience with government services
of customers find it easy to interact with NSW Government services.
of customers are satisfied with their experience with NSW Government services.
of customers trust NSW Government services are working in their best interests.
Easy
It's important that services are easy to access. Unnecessary barriers or friction add unnecessary time, stress and cost to interacting with government. Regardless of their interaction with us, customers should experience the simplest path to get something done and clearly understand what’s needed, including the options and entitlements available to them.
Ease is the most immediate and foundational outcome that we strive to achieve in all the customer experiences with our services. It's measured by asking customers about how easy or difficult it was to interact or complete a service transaction with us.
“The interactions that I had with NSW Government services were smooth in general. I got things done quickly with them.”
Female, 38 years, Metro NSW 1
How does NSW compare on ease of service?
Customers of Victoria and Queensland, and those from other countries, were surveyed to understand how their experiences of government services compared to the experiences of customers in NSW.
Satisfaction
We are focused on delivering effective, responsive and reliable services that deliver the best outcomes for our customers and anticipate their needs. This enables higher levels of customer satisfaction.
Satisfaction is measured by asking how satisfied or dissatisfied customers were with the service they experienced.
“They [NSW Government] have streamlined and personalised their systems over the last few years and I no longer dread going there. Information is clear, staff are usually polite and I am asked for feedback.”
Female, 62 years, Metro NSW 1
How does NSW compare on service satisfaction?
Customers of Victoria and Queensland, and those from other countries, were surveyed to understand how their experiences of government services compared to the experiences of customers in NSW.
How do NSW Government services compare to services in other industries?
NSW customers were asked to rate their experiences with services across a number of industries, including government services.
Trust
Trust in government services is important because trusted services are ones that customers are more likely to engage with in a time of need. Trust is built over time by meeting expectations, giving customers a say in what matters, and delivering high quality services that meet the highest standards of integrity and transparency.
Trust is measured by asking to what extent customers trust our services to be working in their best interests.
“I feel listened to and valued and respected. I feel that my needs are being worked towards being addressed or achieved. I feel that communication is clear and transparent and comprehensive so that I feel like I know exactly what is happening.”
Female, 49 years, Regional NSW 1
How does NSW compare on trust with service?
Customers of Victoria and Queensland, and those from other countries, were surveyed to understand how their experiences of government services compared to the experiences of customers in NSW.
Case studies
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Making it easy to get COVID-19 protection
NSW Government mass vaccinations centres played a significant role in administering millions of doses of COVID-19 vaccines.
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Transforming prisoner rehabilitation through digital technology
In-cell tablet devices are giving prison inmates access to digital technology and helping remove barriers to reintegration by improving digital literacy.
Find out more about the report
Source:
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. Other jurisdictions surveyed in March 2022 only.
Questions:
- Thinking about your experience with the government service…
- How easy or difficult was it to do this?
- How satisfied or dissatisfied were you with this experience?
- To what extent do you trust the government service to be working in your best interests?
- Thinking about all your experiences with each of the following industries and public services over the past 12 months, how satisfied would you say you are with each?
Base: Customers who have interacted with government services in the last 12 months.
Sample sizes:
- NSW: Ease and Satisfaction (n=12028), Trust (n=12161), Customer Commitments (various n=9044 to 11588), used other industry or public service in the last 12 months (various n=6963 to 11928).
- Jurisdiction comparisons (based on data from March 2022): NSW (n=2048), Victoria (n=2195), Queensland (n=2140), New Zealand (n=1310), United Kingdom (n=1374), Canada (n=1364), Singapore (n=1412), Germany (n=1296), Denmark (n=1278).
Definitions and notes:
- Ease of service is calculated as the percentage of customers that selected ‘Very easy’ or ‘Somewhat easy’.
- Satisfaction with service is calculated as the percentage of customers that selected ‘Very satisfied’ or ‘Somewhat satisfied’.
- Trust in service is calculated as the percentage of customers that selected ‘Trust a great deal’ or ‘Somewhat trust’.