These data on customer expectations, levels of satisfaction and dissatisfaction, and the drivers that influence levels of satisfaction and dissatisfaction are important information that all departments need to improve the performance of services and deliver better results for customers.  They also assist departments to contribute to the NSW Government’s State Plan target for all departments: To measure, report and improve customer satisfaction with Government services.

This report provides departments with:

• Insights into the relative causes of customer satisfaction and dissatisfaction with services.
• Data on individual services and the public sector as a whole which can be used to report current performance with individual services.
• A baseline which can be used to compare future trends in customer satisfaction and dissatisfaction with Government services. 
• Strategies that departments can use to improve services for customers. 

It assists departments with limited funding to focus on cost-effective service improvement initiatives that will increase customer satisfaction, decrease customer dissatisfaction, or both.

As future data on customer satisfaction and dissatisfaction becomes available, the findings in this Handbook will be updated to assist departments provide services that are relevant and responsive to customers.