Public education services in NSW
public schools in NSW.1
public school teachers (full-time equivalent) in NSW.1
TAFE course enrolments in 2020.2
public primary school students enrolled.1
public high school students enrolled.1
TAFE Digital (online) enrolments: a 98% increase from 2019.2
How are customers experiencing these services?
We asked customers how well we were delivering on our Customer Commitments based on their experience with public education services in NSW. Here’s what they said is working well and where we need to improve.
What are we doing well?
The following statements highlight areas that most respondents agree are working well for them.
- I was treated with respect.
- The information was simple to understand.
- I was treated fairly.
- I was able to reach an outcome.
- I was able to do what I set out to do.
Where can we improve?
The following statements highlight areas that need improvement, based on the least number of respondents agreeing with the statements.
- I felt I was able to provide feedback on how the service could be improved to better meet my needs.
- I felt I was able to provide feedback on the service I received.
- I did not have to provide the same information multiple times.
- I didn’t have to put in a lot of effort to do what I needed to do.
- The process took very little time.
Here’s what customers told us about public education in NSW
- Easy to access
- Act with empathy
- Respect my time
- Explain what to expect
- Resolve the situation
- Engage the community
78% of customers found these services to be easy to access.
76% felt that service staff acted with empathy in their interaction with the service.
70% of customers felt their time was respected.
73% of customers felt the service explained what to expect.
76% of customers felt their situation was resolved.
60% of customers felt the service allowed them to provide feedback.
Making the transition to high school easier
This digital process for high school enrolment will make it quicker and easier for both parents and schools.
Find out more about the report
See examples of how we embed a customer focused approach to services, programs and initiatives.
Find out how our customers are experiencing our services. They include the people, communities and businesses of NSW.
Read about our promise to customers on what to expect when interacting with our services.
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.
1 NSW Department of Education Annual Report 2021, p.101.
2 TAFE NSW Annual Report 2020-21.
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…
- 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?
- We would like your opinion on [CUSTOMER COMMITMENT]. Please indicate how strongly you agree or disagree with each of the statements below.
Base: Customers who have interacted with public education services in the last 12 months.
Sample sizes: Ease and Satisfaction (n=1243), Trust (n=1254), Customer Commitments (various n=1034 to 1254).
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’.
- 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.