Welcome to the NSW Government’s webpage of resources and ideas to measure, report and improve client and customer satisfaction with public services.

How a service is provided has a powerful effect on customers.  A service with long waiting times, for example, will make a customer very dissatisfied.  But a service that is easily accessible and respects customer privacy is more likely to be very satisfying. 

By focusing on the different elements of a service that cause customer satisfaction and dissatisfaction departments can give customers a service that meets their needs in a responsive and relevant way.  It can also cut the costs of rework, waste and complaints handling.

Improving customer satisfaction with government services is a major public sector reform priority of the NSW 2021 plan.

There are four practical steps all departments can take to improve services to their customers, clients and consumers: gather Customer Feedback, use this feedback to Redesign Services, Customise Services so that services meet the needs of high needs individuals and communities, and Support Frontline Employees so they can provide high quality services.

Progress is evaluated in different ways.  First, by what clients and customers think of the services they use (Customer Satisfaction Survey).  Second by how well departments use feedback to redesign and customise services and support frontline employees (Customer Satisfaction Baseline Report).  Third, through the annual Performance Agreements that CEOs have with their Ministers.

There is no one-size-fits-all approach to improving customer satisfaction with services.  There are many different international, national and NSW experiences to learn from.  There is also practical assistance available in NSW on specialist topics such as customer complaints. 

Look around – you’ll find lots of practical advice and examples of best practice to suit all departments and every service.  And if you can’t find what you need, contact us, so we can help you to provide customer-focused and professional public services.

The tens of thousands of people who rely on our public services every day rightly expect nothing less.