Key metrics

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.

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.