In November 2007 the CEOs of the NSW Government’s major budget-funded and business enterprise departments were asked to provide information on the mechanisms their departments had to measure, report and improve customer satisfaction. This was the first time that such information had been sought from across the NSW public sector.

The purpose of this report is to document the capacity of departments to measure, report and improve customer satisfaction with their services as at 2006-07. It provides a baseline from which to measure future improvements in customer service.