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Key metrics - State of the Customer | NSW Government
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aria-haspopup="true" aria-controls="snswAccount" aria-label="SNSW Logged menu" aria-expanded="false" class="translate__toggle reset--button dcs-header__button" id="snsw-btn" data-analytics-component="myservice_global_login_loggedin"><img class="snsw-account-icon" alt="MyServiceNSW account icon" src="/modules/custom/dcs_snsw_login/images/snsw-logged-in-header-icon.svg" />Logged in</button> <ul id="snswAccount" role="menu" aria-hidden="true" tabindex="-1"> <li role="none"> <a data-language="en" href="https://account.service.nsw.gov.au/" role="menuitem" tabindex="0" target="_blank"><span class="nsw-navigation__link-text notranslate">MyServiceNSW</span></a> </li> <li role="none"> <a data-language="en" href="https://account.service.nsw.gov.au/manage" role="menuitem" tabindex="0" target="_blank"><span class="nsw-navigation__link-text notranslate">Manage account</span></a> </li> <li role="none"> <a data-language="en" href="https://services.dcu.nsw.gov.au/myaccount/logout?destination=https%3A//www.nsw.gov.au/nsw-government/state-of-customer/key-metrics" data-snsw-logout-link="true" data-js-extlink-off="true" role="menuitem" tabindex="0">Logout of MyServiceNSW</a> </li> </ul> </div> </div> </div> </div> </header> <div id="block-mainnavigation"> <nav id="dcs-main-nav" class="dcs-main-nav js-mega-menu" aria-label="Main menu"> <div class="dcs-main-nav__header"> <div class="dcs-main-nav__waratah"> <a href="/"> <img class="nsw-header__logo" src="/themes/custom/dcs_theme/favicons/sets/lgbti/logo.svg" alt="NSW Government logo"> </a> </div> <button class="nsw-icon-button js-close-nav" type="button" aria-expanded="true"> <span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">close</span> <span class="sr-only">Close Menu</span> </button> </div> <ul class="dcs-main-nav__list dcs-main-nav__list--primary" itemscope itemtype="https://schema.org/SiteNavigationElement"> <li itemprop="name"> <a href="/living-nsw" itemprop="url"> <span>Living in NSW</span> <span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">keyboard_arrow_right</span> </a> <div class="dcs-main-nav__sub-nav dcs-main-nav__sub-nav--two-col" id="sub-nav-living-in-nsw" role="region" aria-label="Living in NSW Submenu"> <div class="dcs-main-nav__wrapper"> <div class="dcs-main-nav__header"> <div class="dcs-main-nav__waratah"> <a href="/"> <img class="nsw-header__logo" src="/themes/custom/dcs_theme/favicons/sets/lgbti/logo.svg" alt="NSW Government logo"> </a> </div> <button class="nsw-icon-button js-close-nav" type="button" aria-expanded="true"> <span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">close</span> <span class="sr-only">Close Menu</span> </button> </div> <div class="dcs-main-nav__return"> <button class="nsw-icon-button nsw-icon-button--flex js-close-sub-nav" type="button" aria-expanded="true" aria-controls="sub-nav-living-in-nsw"> <span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">keyboard_arrow_left</span> <span class="dcs-main-nav__return-text">Living in NSW<span class="sr-only">Back to previous menu</span></span> </button> </div> </div> <div class="dcs-main-nav__title"> <a href="/living-nsw">Living in NSW<span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">east</span></a> </div> <div class="dcs-main-nav__sub-wrapper"> <ul class="dcs-main-nav__list dcs-main-nav__list--secondary"> <li itemprop="name"><a href="/living-in-nsw/information-for-aboriginal-people" itemprop="url" data-analytics-component="main_nav_submenu">Aboriginal information and services</a></li><li itemprop="name"><a href="/community-services" itemprop="url" data-analytics-component="main_nav_submenu">Community services</a></li><li itemprop="name"><a href="/driving-boating-and-transport" itemprop="url" data-analytics-component="main_nav_submenu">Driving, boating and transport</a></li><li itemprop="name"><a href="/education-and-training" itemprop="url" data-analytics-component="main_nav_submenu">Education and training</a></li><li itemprop="name"><a href="/emergency" itemprop="url" data-analytics-component="main_nav_submenu">Emergency</a></li><li itemprop="name"><a href="/employment" itemprop="url" data-analytics-component="main_nav_submenu">Employment</a></li><li itemprop="name"><a href="/environment-land-and-water" itemprop="url" data-analytics-component="main_nav_submenu">Environment, land and water</a></li><li itemprop="name"><a href="/family-and-relationships" itemprop="url" data-analytics-component="main_nav_submenu">Family and relationships</a></li><li itemprop="name"><a href="/grants-and-funding" itemprop="url" data-analytics-component="main_nav_submenu">Grants and funding</a></li><li itemprop="name"><a href="/health" itemprop="url" data-analytics-component="main_nav_submenu">Health</a></li><li itemprop="name"><a href="/housing-and-construction" itemprop="url" data-analytics-component="main_nav_submenu">Housing and construction</a></li><li itemprop="name"><a href="/legal-and-justice" itemprop="url" data-analytics-component="main_nav_submenu">Legal and justice</a></li><li itemprop="name"><a href="/regional-nsw" itemprop="url" data-analytics-component="main_nav_submenu">Regional NSW</a></li><li itemprop="name"><a href="/visas-and-migration" itemprop="url" data-analytics-component="main_nav_submenu">Visas and migration</a></li> </ul> <div class="dcs-main-nav__promoted" id="personalisation-living-in-nsw"> <span class="dcs-main-nav__promoted-title">Popular right now</span> <ul class="dcs-main-nav__list dcs-main-nav__list--promoted"> <li itemprop="name"><a class="dcs-main-nav__card" href="/about-nsw/school-holidays" itemprop="url" data-analytics-component="main_nav_side_panel"><span class="dcs-main-nav__card-text">NSW school holidays</span><span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">east</span></a></li><li itemprop="name"><a class="dcs-main-nav__card" href="/about-nsw/public-holidays" itemprop="url" data-analytics-component="main_nav_side_panel"><span class="dcs-main-nav__card-text">NSW public holidays</span><span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">east</span></a></li><li itemprop="name"><a class="dcs-main-nav__card" href="/nsw-government" itemprop="url" data-analytics-component="main_nav_side_panel"><span class="dcs-main-nav__card-text">NSW Government</span><span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">east</span></a></li><li itemprop="name"><a class="dcs-main-nav__card" href="/nsw-government/digital-identity-and-cybersecurity/nsw-digital-id" itemprop="url" data-analytics-component="main_nav_side_panel"><span class="dcs-main-nav__card-text">NSW Digital ID</span><span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">east</span></a></li> </ul> </div> </div> <div class="dcs-main-nav__sub-link"> <a href="/living-nsw" class="nsw-button nsw-button--full-width nsw-button--dark">Living in NSW</a> </div> </div> </li> <li itemprop="name"> <a href="/working-and-business" itemprop="url"> <span>Working and business</span> <span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">keyboard_arrow_right</span> </a> <div class="dcs-main-nav__sub-nav dcs-main-nav__sub-nav--two-col" id="sub-nav-working-and-business" role="region" aria-label="Working and business Submenu"> <div class="dcs-main-nav__wrapper"> <div class="dcs-main-nav__header"> <div class="dcs-main-nav__waratah"> <a href="/"> <img class="nsw-header__logo" src="/themes/custom/dcs_theme/favicons/sets/lgbti/logo.svg" alt="NSW Government logo"> </a> </div> <button class="nsw-icon-button js-close-nav" type="button" aria-expanded="true"> <span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">close</span> <span class="sr-only">Close Menu</span> </button> </div> <div class="dcs-main-nav__return"> <button class="nsw-icon-button nsw-icon-button--flex js-close-sub-nav" type="button" aria-expanded="true" aria-controls="sub-nav-working-and-business"> <span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">keyboard_arrow_left</span> <span class="dcs-main-nav__return-text">Working and business<span class="sr-only">Back to previous menu</span></span> </button> </div> </div> <div class="dcs-main-nav__title"> <a href="/working-and-business">Working and business<span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">east</span></a> </div> <div class="dcs-main-nav__sub-wrapper"> <ul class="dcs-main-nav__list dcs-main-nav__list--secondary"> <li itemprop="name"><a href="/living-in-nsw/information-for-aboriginal-people" itemprop="url" data-analytics-component="main_nav_submenu">Aboriginal information and services</a></li><li itemprop="name"><a href="/business-and-economy" itemprop="url" data-analytics-component="main_nav_submenu">Business and economy</a></li><li itemprop="name"><a href="/business-and-economy/business-advice-and-support" itemprop="url" data-analytics-component="main_nav_submenu">Business advice and support</a></li><li itemprop="name"><a href="/education-and-training" itemprop="url" data-analytics-component="main_nav_submenu">Education and training</a></li><li itemprop="name"><a href="/employment" itemprop="url" data-analytics-component="main_nav_submenu">Employment</a></li><li itemprop="name"><a href="/grants-and-funding" itemprop="url" data-analytics-component="main_nav_submenu">Grants and funding</a></li><li itemprop="name"><a href="/money-and-taxes" itemprop="url" data-analytics-component="main_nav_submenu">Money and taxes</a></li><li itemprop="name"><a href="/visas-and-migration" itemprop="url" data-analytics-component="main_nav_submenu">Visas and migration</a></li> </ul> <div class="dcs-main-nav__promoted" id="personalisation-working-and-business"> <span class="dcs-main-nav__promoted-title">Popular right now</span> <ul class="dcs-main-nav__list dcs-main-nav__list--promoted"> <li itemprop="name"><a class="dcs-main-nav__card" href="/visas-and-migration/skilled-visas/nsw-skills-lists" itemprop="url" data-analytics-component="main_nav_side_panel"><span class="dcs-main-nav__card-text">NSW skills lists</span><span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">east</span></a></li><li itemprop="name"><a class="dcs-main-nav__card" href="/departments-and-agencies/customer-service/careers" itemprop="url" data-analytics-component="main_nav_side_panel"><span class="dcs-main-nav__card-text">Department of Customer Service careers</span><span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">east</span></a></li><li itemprop="name"><a class="dcs-main-nav__card" href="/business-and-economy/licences-and-credentials/automatic-mutual-recognition" itemprop="url" data-analytics-component="main_nav_side_panel"><span class="dcs-main-nav__card-text">Working interstate</span><span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">east</span></a></li> </ul> </div> </div> <div class="dcs-main-nav__sub-link"> <a href="/working-and-business" class="nsw-button nsw-button--full-width nsw-button--dark">Working and business</a> </div> </div> </li> <li itemprop="name"> <a href="/whats-happening" itemprop="url"> <span>What's happening</span> <span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">keyboard_arrow_right</span> </a> <div class="dcs-main-nav__sub-nav dcs-main-nav__sub-nav--two-col" id="sub-nav-whats-happening" role="region" aria-label="What's happening Submenu"> <div class="dcs-main-nav__wrapper"> <div class="dcs-main-nav__header"> <div class="dcs-main-nav__waratah"> <a href="/"> <img class="nsw-header__logo" src="/themes/custom/dcs_theme/favicons/sets/lgbti/logo.svg" alt="NSW Government logo"> </a> </div> <button class="nsw-icon-button js-close-nav" type="button" aria-expanded="true"> <span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">close</span> <span class="sr-only">Close Menu</span> </button> </div> <div class="dcs-main-nav__return"> <button class="nsw-icon-button nsw-icon-button--flex js-close-sub-nav" type="button" aria-expanded="true" aria-controls="sub-nav-whats-happening"> <span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">keyboard_arrow_left</span> <span class="dcs-main-nav__return-text">What's happening<span class="sr-only">Back to previous menu</span></span> </button> </div> </div> <div class="dcs-main-nav__title"> <a href="/whats-happening">What's happening<span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">east</span></a> </div> <div class="dcs-main-nav__sub-wrapper"> <ul class="dcs-main-nav__list dcs-main-nav__list--secondary"> <li itemprop="name"><a href="/about-nsw" itemprop="url" data-analytics-component="main_nav_submenu">About NSW</a></li><li itemprop="name"><a href="/arts-and-culture" itemprop="url" data-analytics-component="main_nav_submenu">Arts and culture</a></li><li itemprop="name"><a href="/visiting-and-exploring-nsw/nsw-events" itemprop="url" data-analytics-component="main_nav_submenu">Events in NSW</a></li><li itemprop="name"><a href="/visiting-and-exploring-nsw" itemprop="url" data-analytics-component="main_nav_submenu">Visiting and exploring NSW</a></li><li itemprop="name"><a href="/about-nsw/public-holidays" itemprop="url" data-analytics-component="main_nav_submenu">NSW public holidays</a></li><li itemprop="name"><a href="/about-nsw/school-holidays" itemprop="url" data-analytics-component="main_nav_submenu">NSW school holidays</a></li> </ul> </div> <div class="dcs-main-nav__sub-link"> <a href="/whats-happening" class="nsw-button nsw-button--full-width nsw-button--dark">What's happening</a> </div> </div> </li> <li itemprop="name"> <a href="/have-your-say" itemprop="url"> <span>Have your say</span> </a> </li> <li itemprop="name"> <a href="/easy-read" itemprop="url"> <span>Easy Read</span> </a> </li> </ul> </nav> </div> <nav role="navigation" aria-label="Breadcrumbs" class="nsw-breadcrumbs"><div class="nsw-container"><ol itemscope itemtype="https://schema.org/BreadcrumbList"><li itemprop="itemListElement" itemscope itemtype="https://schema.org/ListItem"><a itemprop="item" href="/"><span itemprop="name">Home</span><meta itemprop="position" content="1" /></a></li><li itemprop="itemListElement" itemscope itemtype="https://schema.org/ListItem"><a itemprop="item" href="/nsw-government"><span itemprop="name">NSW Government</span><meta itemprop="position" content="2" /></a></li><li itemprop="itemListElement" itemscope itemtype="https://schema.org/ListItem"><a itemprop="item" href="/nsw-government/state-of-customer"><span itemprop="name">State of the Customer</span><meta itemprop="position" content="3" /></a></li><li itemprop="itemListElement" itemscope itemtype="https://schema.org/ListItem"><a itemprop="item" class="current" href="/nsw-government/state-of-customer/key-metrics"><span itemprop="name">Key metrics</span><meta itemprop="position" content="4" /></a></li></ol></div></nav> <main class="microsite microsite--brand-dark-purple-01 microsite--brand-light-blue-03 microsite--brand-supplementary-purple-02 microsite--brand-accent-blue-02 microsite--state-of-customer"> <div data-drupal-messages-fallback class="hidden"></div> <a id="main-content" tabindex="-1"></a> <div id="block-content"> <article class="node node--campaign"> <section class="layout--edge-to-edge nsw-section nsw-section--no-padding"> <div > <div class="nsw-hero-banner nsw-hero-banner--light nsw-hero-banner--mobile-image"> <div class="nsw-hero-banner__container"> <div class="nsw-hero-banner__wrapper"> <div class="nsw-hero-banner__content"> <h1>Key metrics</h1> <div class="nsw-intro"> <div class="nsw-wysiwyg-content"> <p>State of the Customer reports on our goal to deliver easy, effective and trustworthy services.</p></div> </div> </div> <div class="nsw-hero-banner__box "> <picture><source srcset="/sites/default/files/styles/hero_xxl_x1/public/2022-06/principles-state-of-the-customer.png.avif?itok=zxZQ8UNL 1x, /sites/default/files/styles/hero_xxl_x2/public/2022-06/principles-state-of-the-customer.png.avif?itok=iYZaSDIJ 2x" media="(min-width: 1440px)" type="image/avif" width="1164" height="776"/><source srcset="/sites/default/files/styles/hero_l_x1/public/2022-06/principles-state-of-the-customer.png.avif?itok=kYmgNm6S 1x, /sites/default/files/styles/hero_l_x2/public/2022-06/principles-state-of-the-customer.png.avif?itok=v4RoYYOL 2x" media="(min-width: 1024px)" type="image/avif" width="768" height="512"/><source srcset="/sites/default/files/styles/hero_m_x1/public/2022-06/principles-state-of-the-customer.png.avif?itok=8W3PtYes 1x, /sites/default/files/styles/hero_m_x2/public/2022-06/principles-state-of-the-customer.png.avif?itok=4-V18vei 2x" media="(min-width: 768px)" type="image/avif" width="650" height="433"/><source srcset="/sites/default/files/styles/hero_s_x1/public/2022-06/principles-state-of-the-customer.png.avif?itok=VZtl6SAf 1x, /sites/default/files/styles/hero_s_x2/public/2022-06/principles-state-of-the-customer.png.avif?itok=AcbEoYQn 2x" media="(min-width: 480px)" type="image/avif" width="767" height="511"/><source srcset="/sites/default/files/styles/hero_xs_x1/public/2022-06/principles-state-of-the-customer.png.avif?itok=5_TA1mpw 1x, /sites/default/files/styles/hero_xs_x2/public/2022-06/principles-state-of-the-customer.png.avif?itok=ot3zmfZ2 2x" type="image/avif" width="479" height="319"/><source srcset="/sites/default/files/styles/hero_xxl_x1/public/2022-06/principles-state-of-the-customer.png?itok=zxZQ8UNL 1x, /sites/default/files/styles/hero_xxl_x2/public/2022-06/principles-state-of-the-customer.png?itok=iYZaSDIJ 2x" media="(min-width: 1440px)" type="image/png" width="1164" height="776"/><source srcset="/sites/default/files/styles/hero_l_x1/public/2022-06/principles-state-of-the-customer.png?itok=kYmgNm6S 1x, /sites/default/files/styles/hero_l_x2/public/2022-06/principles-state-of-the-customer.png?itok=v4RoYYOL 2x" media="(min-width: 1024px)" type="image/png" width="768" height="512"/><source srcset="/sites/default/files/styles/hero_m_x1/public/2022-06/principles-state-of-the-customer.png?itok=8W3PtYes 1x, /sites/default/files/styles/hero_m_x2/public/2022-06/principles-state-of-the-customer.png?itok=4-V18vei 2x" media="(min-width: 768px)" type="image/png" width="650" height="433"/><source srcset="/sites/default/files/styles/hero_s_x1/public/2022-06/principles-state-of-the-customer.png?itok=VZtl6SAf 1x, /sites/default/files/styles/hero_s_x2/public/2022-06/principles-state-of-the-customer.png?itok=AcbEoYQn 2x" media="(min-width: 480px)" type="image/png" width="767" height="511"/><source srcset="/sites/default/files/styles/hero_xs_x1/public/2022-06/principles-state-of-the-customer.png?itok=5_TA1mpw 1x, /sites/default/files/styles/hero_xs_x2/public/2022-06/principles-state-of-the-customer.png?itok=ot3zmfZ2 2x" type="image/png" width="479" height="319"/><img loading="eager" src="/sites/default/files/styles/hero_l_x1/public/2022-06/principles-state-of-the-customer.png?itok=kYmgNm6S" width="768" height="512" alt="""" /></picture> <div class="nsw-hero-banner__logo"></div> </div> </div> </div> </div> </div> </section> <section class="layout--edge-to-edge nsw-section nsw-section--no-padding"> <div > <div class="nsw-block"> <div class="node-content__element"><div data-analytics-component="links--sub_navigation" class="nsw-container sub-navigation"><div class="nsw-accordion js-accordion"><div class="nsw-accordion__title"><h2> Explore State of the Customer</h2></div><div class="nsw-accordion__content"><div class="nsw-link-list--grid nsw-link-list--grid--three"><div class="nsw-link-list"><ul><li><a href="https://www.nsw.gov.au/state-of-the-customer" class="is-external__list" data-analytics-component="links"><span class="is-external__target">Home</span></a></li><li><a href="/nsw-government/state-of-customer/customers" class="is-external__list" data-analytics-component="links" hreflang="en"><span class="is-external__target">Customers</span></a></li><li><a href="https://www.nsw.gov.au/nsw-government/state-of-customer/commitments" class="is-external__list" data-analytics-component="links"><span class="is-external__target">Commitments</span></a></li><li><a href="/nsw-government/state-of-customer/services" class="is-external__list" data-analytics-component="links" hreflang="en"><span class="is-external__target">Services</span></a></li><li><a href="https://www.nsw.gov.au/nsw-government/state-of-customer/case-studies" class="is-external__list" data-analytics-component="links"><span class="is-external__target">Case studies</span></a></li></ul></div></div></div></div></div></div> </div> </div> </section> <section class="layout--three-quarters-centered nsw-section"> <div class="nsw-container"> <div class="nsw-grid nsw-grid--justify-center"> <div class="nsw-col nsw-col-md-12 nsw-col-lg-9"> <div class="nsw-block"> <div class="nsw-wysiwyg-content"> <p>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.</p><p>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.</p><p>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.</p><p>The insights gathered will help us understand the needs of our customers each year and improve their experiences with government services.</p><p>Read more <a data-entity-substitution="canonical" data-entity-type="node" data-entity-uuid="45a284e3-6383-475e-b690-28ce3c23330f" href="/nsw-government/state-of-customer/survey-methodology" title="About the report and survey methodology">about the State of the Customer report and survey methodology</a>.</p></div> </div> </div> </div> </div> </section> <section class="layout--full nsw-section"> <div class="nsw-container"> <div class="nsw-grid"> <div class="nsw-col"> <div class="nsw-block"> <div class="nsw-wysiwyg-content"> <h3 class="text-align-center">Here’s what customers told us based on their experience with government services</h3></div> </div> <div class="nsw-block"> <div class="dcs-statistics dcs-statistics--supplementary dcs-statistics--row"> <div class="dcs-statistics__statistic"> <div class="dcs-statistics__statistic-icon"><span class="dcs-icons pictogram notranslate" aria-hidden="true" tab-index="-1"><svg width="48" height="48" viewbox="0 0 48 48" class="nsw-pictogram" fill="none"><path d="M40.5 3.5H16.5C15.4391 3.5 14.4217 3.92142 13.6716 4.67157C12.9214 5.42172 12.5 6.43913 12.5 7.5V26.5C12.5 27.5609 12.9214 28.5783 13.6716 29.3284C14.4217 30.0786 15.4391 30.5 16.5 30.5H29.5L36.5 37.5V30.5H40.5C41.5609 30.5 42.5783 30.0786 43.3284 29.3284C44.0786 28.5783 44.5 27.5609 44.5 26.5V7.5C44.5 6.43913 44.0786 5.42172 43.3284 4.67157C42.5783 3.92142 41.5609 3.5 40.5 3.5Z" /><path d="M22.5865 18.5362C23.563 18.5362 24.3546 17.7446 24.3546 16.7681C24.3546 15.7916 23.563 15 22.5865 15C21.61 15 20.8184 15.7916 20.8184 16.7681C20.8184 17.7446 21.61 18.5362 22.5865 18.5362Z" class="nsw-pictogram__accent" /><path d="M28.482 18.5362C29.4585 18.5362 30.2501 17.7446 30.2501 16.7681C30.2501 15.7916 29.4585 15 28.482 15C27.5055 15 26.7139 15.7916 26.7139 16.7681C26.7139 17.7446 27.5055 18.5362 28.482 18.5362Z" class="nsw-pictogram__accent" /><path d="M34.3775 18.5362C35.354 18.5362 36.1456 17.7446 36.1456 16.7681C36.1456 15.7916 35.354 15 34.3775 15C33.401 15 32.6094 15.7916 32.6094 16.7681C32.6094 17.7446 33.401 18.5362 34.3775 18.5362Z" class="nsw-pictogram__accent" /><path d="M11 16.5H7.5C6.43913 16.5 5.42172 16.9214 4.67157 17.6716C3.92142 18.4217 3.5 19.4391 3.5 20.5V33.5C3.5 34.5609 3.92142 35.5783 4.67157 36.3284C5.42172 37.0786 6.43913 37.5 7.5 37.5H9.5V44.5L16.5 37.5H22.5C23.5609 37.5 24.5783 37.0786 25.3284 36.3284C26.0786 35.5783 26.5 34.5609 26.5 33.5V32" /></svg></span></div> <div class="dcs-statistics__statistic-info"> <div class="dcs-statistics__statistic-value">77<sup>%</sup></div> <div class="dcs-statistics__statistic-title">of customers find it easy to interact with NSW Government services.<sup></sup> </div> <div class="dcs-statistics__statistic-description"><p><a href="https://www.nsw.gov.au/nsw-government/state-of-customer/key-metrics#easy">About ease of service</a></p></div> </div> </div> <div class="dcs-statistics__statistic"> <div class="dcs-statistics__statistic-icon"><span class="dcs-icons pictogram notranslate" aria-hidden="true" tab-index="-1"><svg width="48" height="48" viewbox="0 0 48 48" class="nsw-pictogram" fill="none"><path d="M14.4863 7.03522C14.4863 8.43541 15.6214 9.57043 17.0215 9.57043C18.4217 9.57043 19.5568 8.43541 19.5568 7.03522C19.5568 5.63502 18.4217 4.5 17.0215 4.5C15.6214 4.5 14.4863 5.63502 14.4863 7.03522Z" /><path d="M21.1536 15.2803V14.2704C21.1536 12.8714 20.0195 11.7373 18.6208 11.7373H15.4233C14.024 11.7373 12.8901 12.8714 12.8901 14.2704V18.0111" /><path d="M33.5138 7.03522C33.5138 8.43541 32.3788 9.57043 30.9786 9.57043C29.5784 9.57043 28.4434 8.43541 28.4434 7.03522C28.4434 5.63502 29.5784 4.5 30.9786 4.5C32.3788 4.5 33.5138 5.63502 33.5138 7.03522Z" /><path d="M26.8467 15.2803V14.2704C26.8467 12.8714 27.9808 11.7373 29.3795 11.7373H32.577C33.976 11.7373 35.1102 12.8714 35.1102 14.2704V18.0111" /><path d="M26.535 20.7906C26.535 22.1908 25.4 23.3258 23.9998 23.3258C22.5996 23.3258 21.4648 22.1908 21.4648 20.7906C21.4648 19.3904 22.5996 18.2554 23.9998 18.2554C25.4 18.2554 26.535 19.3904 26.535 20.7906Z" class="nsw-pictogram__accent" /><path d="M19.8687 29.0361V28.0265C19.8687 26.6275 21.0028 25.4934 22.4015 25.4934H25.599C26.998 25.4934 28.1321 26.6275 28.1321 28.0265V29.0245" class="nsw-pictogram__accent" /><path d="M44.1534 18.2593C44.1534 19.6595 43.0184 20.7946 41.6182 20.7946C40.218 20.7946 39.083 19.6595 39.083 18.2593C39.083 16.8591 40.218 15.7241 41.6182 15.7241C43.0184 15.7241 44.1534 16.8591 44.1534 18.2593Z" /><path d="M37.4863 26.5047V25.4948C37.4863 24.0958 38.6205 22.9617 40.0195 22.9617H43.2167C44.6157 22.9617 45.7498 24.0958 45.7498 25.4948V29.2355" /><path d="M3.84619 18.2593C3.84619 19.6595 4.98122 20.7946 6.38141 20.7946C7.7816 20.7946 8.91663 19.6595 8.91663 18.2593C8.91663 16.8591 7.7816 15.7241 6.38141 15.7241C4.98122 15.7241 3.84619 16.8591 3.84619 18.2593Z" /><path d="M10.5135 26.5047V25.4948C10.5135 24.0958 9.37937 22.9617 7.98037 22.9617H4.78313C3.38413 22.9617 2.25 24.0958 2.25 25.4948V29.2355" /><path d="M11.6831 31.7462C11.6831 33.1463 12.8181 34.2814 14.2183 34.2814C15.6185 34.2814 16.7535 33.1463 16.7535 31.7462C16.7535 30.346 15.6185 29.2109 14.2183 29.2109C12.8181 29.2109 11.6831 30.346 11.6831 31.7462Z" /><path d="M18.3499 39.9912V38.9813C18.3499 37.5826 17.2158 36.4485 15.8168 36.4485H12.6196C11.2206 36.4485 10.0864 37.5826 10.0864 38.9813V42.7223" /><path d="M36.317 31.7462C36.317 33.1463 35.182 34.2814 33.7818 34.2814C32.3816 34.2814 31.2466 33.1463 31.2466 31.7462C31.2466 30.346 32.3816 29.2109 33.7818 29.2109C35.182 29.2109 36.317 30.346 36.317 31.7462Z" /><path d="M29.6499 39.9912V38.9813C29.6499 37.5826 30.784 36.4485 32.183 36.4485H35.3803C36.7793 36.4485 37.9134 37.5826 37.9134 38.9813V42.7223" /></svg></span></div> <div class="dcs-statistics__statistic-info"> <div class="dcs-statistics__statistic-value">75<sup>%</sup></div> <div class="dcs-statistics__statistic-title">of customers are satisfied with their experience with NSW Government services.<sup></sup> </div> <div class="dcs-statistics__statistic-description"><p><a href="https://www.nsw.gov.au/nsw-government/state-of-customer/key-metrics#satisfaction">About satisfaction with service</a></p></div> </div> </div> <div class="dcs-statistics__statistic"> <div class="dcs-statistics__statistic-icon"><span class="dcs-icons pictogram notranslate" aria-hidden="true" tab-index="-1"><svg width="48" height="48" viewbox="0 0 48 48" class="nsw-pictogram" fill="none"><path d="M23.9996 4.5H19.5186V9.49H23.9996" class="nsw-pictogram__accent" /><path d="M19.5189 5.99805H14.9609L16.5139 8.65905L14.9609 10.988H19.5189V5.99805Z" class="nsw-pictogram__accent" /><path d="M24.5 3V15.557" class="nsw-pictogram__accent" /><path d="M12.4844 44.501V26.501H17.5164V44.434" class="nsw-pictogram__accent" /><path d="M21.4844 44.501V26.501H26.5164V44.434" class="nsw-pictogram__accent" /><path d="M30.4844 44.501V26.501H35.5164V44.434" class="nsw-pictogram__accent" /><path d="M3 44.5H45" /><path d="M25.068 19.5H6.5V45" /><path d="M9.5 19.656V15.5H25.067" /><path d="M22.9316 19.5H41.4986V45" /><path d="M38.4996 19.656V15.5H22.9316" /></svg></span></div> <div class="dcs-statistics__statistic-info"> <div class="dcs-statistics__statistic-value">73<sup>%</sup></div> <div class="dcs-statistics__statistic-title">of customers trust NSW Government services are working in their best interests.<sup></sup> </div> <div class="dcs-statistics__statistic-description"><p><a href="https://www.nsw.gov.au/nsw-government/state-of-customer/key-metrics#trust">About trust in service</a></p></div> </div> </div> </div> <div class="dcs-statistics-disclaimer"> </div> </div> </div> </div> </div> </section> <section class="layout--three-quarters-centered nsw-section"> <div class="nsw-container"> <div class="nsw-grid nsw-grid--justify-center"> <div class="nsw-col nsw-col-md-12 nsw-col-lg-9"> <div class="nsw-block"> <div class="nsw-wysiwyg-content"> <h2 id="easy">Easy</h2><p>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.</p><p>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.</p><blockquote><p>“The interactions that I had with NSW Government services were smooth in general. I got things done quickly with them.”</p><p><sub>Female, 38 years, Metro NSW <sup>1</sup></sub></p></blockquote><h3>How does NSW compare on ease of service?</h3><p>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.</p></div> </div> <div class="nsw-block"> <div class="nsw-wysiwyg-content"> <span class="align-center nsw-media nsw-media--flourish nsw-media--view-mode--default"><div class="flourish-embed flourish-chart" data-src="visualisation/10801587" data-url="https://flo.uri.sh/visualisation/10801587/embed" aria-label="Flourish graph responses"></div></span></div> </div> </div> </div> </div> </section> <div class="layout--divider nsw-section nsw-section--divider"> <div class="nsw-container"> <hr class="nsw-section-separator" /> </div> </div> <section class="layout--three-quarters-centered nsw-section"> <div class="nsw-container"> <div class="nsw-grid nsw-grid--justify-center"> <div class="nsw-col nsw-col-md-12 nsw-col-lg-9"> <div class="nsw-block"> <div class="nsw-wysiwyg-content"> <h2 id="satisfaction">Satisfaction</h2><p>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.</p><p>Satisfaction is measured by asking how satisfied or dissatisfied customers were with the service they experienced.</p><blockquote><p>“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.”</p><p><sub>Female, 62 years, Metro NSW <sup>1 </sup></sub></p></blockquote><h3>How does NSW compare on service satisfaction?</h3><p>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.</p></div> </div> <div class="nsw-block"> <div class="nsw-wysiwyg-content"> <span class="align-center nsw-media nsw-media--flourish nsw-media--view-mode--default"><div class="flourish-embed flourish-chart" data-src="visualisation/10419096" data-url="https://flo.uri.sh/visualisation/10419096/embed" aria-label="Flourish graph responses"></div></span></div> </div> <div class="nsw-block"> <div class="nsw-wysiwyg-content"> <h3>How do NSW Government services compare to services in other industries?</h3><p>NSW customers were asked to rate their experiences with services across a number of industries, including government services.</p><span class="align-center nsw-media nsw-media--flourish nsw-media--view-mode--default"><div class="flourish-embed flourish-chart" data-src="visualisation/10444699" data-url="https://flo.uri.sh/visualisation/10444699/embed" aria-label="Flourish graph responses"></div></span></div> </div> </div> </div> </div> </section> <div class="layout--divider nsw-section nsw-section--divider"> <div class="nsw-container"> <hr class="nsw-section-separator" /> </div> </div> <section class="layout--three-quarters-centered nsw-section"> <div class="nsw-container"> <div class="nsw-grid nsw-grid--justify-center"> <div class="nsw-col nsw-col-md-12 nsw-col-lg-9"> <div class="nsw-block"> <div class="nsw-wysiwyg-content"> <h2 id="trust">Trust</h2><p>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.</p><p>Trust is measured by asking to what extent customers trust our services to be working in their best interests.</p><blockquote><p>“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.”</p><p><sub>Female, 49 years, Regional NSW <sup>1</sup></sub></p></blockquote><h3>How does NSW compare on trust with service?</h3><p>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.</p></div> </div> <div class="nsw-block"> <div class="nsw-wysiwyg-content"> <span class="align-center nsw-media nsw-media--flourish nsw-media--view-mode--default"><div class="flourish-embed flourish-chart" data-src="visualisation/10800866" data-url="https://flo.uri.sh/visualisation/10800866/embed" aria-label="Flourish graph responses"></div></span></div> </div> </div> </div> </div> </section> <div class="layout--divider nsw-section nsw-section--divider"> <div class="nsw-container"> <hr class="nsw-section-separator" /> </div> </div> <section class="layout--full nsw-section"> <div class="nsw-container"> <div class="nsw-grid"> <div class="nsw-col"> <div class="nsw-block"> <div class="nsw-wysiwyg-content"> <h3>Case studies</h3></div> </div> <div class="nsw-block card-grid card-grid--two block--cards"> <div class="nsw-block"> </div> <div class="nsw-block"> <div class="card-grid__cards"> <div class="nsw-card"> <div class="nsw-card__image"> <h3 class="sr-only">Image</h3><picture><source srcset="/sites/default/files/styles/card_l3_x1/public/2022-08/homebush-vaccination-centre-waiting-area.jpeg.avif?h=c673cd1c&itok=sHRKRc9D 1x, /sites/default/files/styles/card_l3_x2/public/2022-08/homebush-vaccination-centre-waiting-area.jpeg.avif?h=c673cd1c&itok=fLQq6X7o 2x" media="(min-width: 1024px)" type="image/avif" width="570" height="300"/><source srcset="/sites/default/files/styles/card_m3_x1/public/2022-08/homebush-vaccination-centre-waiting-area.jpeg.avif?h=c673cd1c&itok=Oxij8lXz 1x, /sites/default/files/styles/card_m3_x2/public/2022-08/homebush-vaccination-centre-waiting-area.jpeg.avif?h=c673cd1c&itok=LtB0cO36 2x" media="(min-width: 768px)" type="image/avif" width="486" height="216"/><source srcset="/sites/default/files/styles/card_s_x1/public/2022-08/homebush-vaccination-centre-waiting-area.jpeg.avif?h=c673cd1c&itok=ZlhfqHmx 1x, /sites/default/files/styles/card_s_x2/public/2022-08/homebush-vaccination-centre-waiting-area.jpeg.avif?h=c673cd1c&itok=BOaFdCp1 2x" media="(min-width: 480px)" type="image/avif" width="735" height="208"/><source srcset="/sites/default/files/styles/card_xs_x1/public/2022-08/homebush-vaccination-centre-waiting-area.jpeg.avif?h=c673cd1c&itok=tmHEgaLj 1x, /sites/default/files/styles/card_xs_x2/public/2022-08/homebush-vaccination-centre-waiting-area.jpeg.avif?h=c673cd1c&itok=gvw59psT 2x" type="image/avif" width="447" height="208"/><source srcset="/sites/default/files/styles/card_l3_x1/public/2022-08/homebush-vaccination-centre-waiting-area.jpeg?h=c673cd1c&itok=sHRKRc9D 1x, /sites/default/files/styles/card_l3_x2/public/2022-08/homebush-vaccination-centre-waiting-area.jpeg?h=c673cd1c&itok=fLQq6X7o 2x" media="(min-width: 1024px)" type="image/jpeg" width="570" height="300"/><source srcset="/sites/default/files/styles/card_m3_x1/public/2022-08/homebush-vaccination-centre-waiting-area.jpeg?h=c673cd1c&itok=Oxij8lXz 1x, /sites/default/files/styles/card_m3_x2/public/2022-08/homebush-vaccination-centre-waiting-area.jpeg?h=c673cd1c&itok=LtB0cO36 2x" media="(min-width: 768px)" type="image/jpeg" width="486" height="216"/><source srcset="/sites/default/files/styles/card_s_x1/public/2022-08/homebush-vaccination-centre-waiting-area.jpeg?h=c673cd1c&itok=ZlhfqHmx 1x, /sites/default/files/styles/card_s_x2/public/2022-08/homebush-vaccination-centre-waiting-area.jpeg?h=c673cd1c&itok=BOaFdCp1 2x" media="(min-width: 480px)" type="image/jpeg" width="735" height="208"/><source srcset="/sites/default/files/styles/card_xs_x1/public/2022-08/homebush-vaccination-centre-waiting-area.jpeg?h=c673cd1c&itok=tmHEgaLj 1x, /sites/default/files/styles/card_xs_x2/public/2022-08/homebush-vaccination-centre-waiting-area.jpeg?h=c673cd1c&itok=gvw59psT 2x" type="image/jpeg" width="447" height="208"/><img loading="lazy" src="/sites/default/files/styles/card_s_x1/public/2022-08/homebush-vaccination-centre-waiting-area.jpeg?h=c673cd1c&itok=ZlhfqHmx" width="735" height="208" alt="""" /></picture> </div> <div class="nsw-card__content"> <h3 class="nsw-card__title is-excluded"> <a href="/nsw-government/state-of-customer/case-studies/mass-vaccination-centres" data-analytics-component="cards">Making it easy to get COVID-19 protection</a> </h3> <div class="nsw-card__copy"><div class="nsw-wysiwyg-content"> <p>NSW Government mass vaccinations centres played a significant role in administering millions of doses of COVID-19 vaccines.</p></div> </div> <span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">east</span> </div> </div> <div class="nsw-card"> <div class="nsw-card__image"> <h3 class="sr-only">Image</h3><picture><source srcset="/sites/default/files/styles/card_l2_x1/public/2022-07/prisoner-receiving-tablet-device.jpg.avif?h=2b873535&itok=r_JOn0OR 1x, /sites/default/files/styles/card_l2_x2/public/2022-07/prisoner-receiving-tablet-device.jpg.avif?h=2b873535&itok=oaBjhGWA 2x" media="(min-width: 1024px)" type="image/avif" width="760" height="400"/><source srcset="/sites/default/files/styles/card_m3_x1/public/2022-07/prisoner-receiving-tablet-device.jpg.avif?h=2b873535&itok=bnYJNRuZ 1x, /sites/default/files/styles/card_m3_x2/public/2022-07/prisoner-receiving-tablet-device.jpg.avif?h=2b873535&itok=JAu0s6Bz 2x" media="(min-width: 768px)" type="image/avif" width="486" height="216"/><source srcset="/sites/default/files/styles/card_s_x1/public/2022-07/prisoner-receiving-tablet-device.jpg.avif?h=2b873535&itok=zhzqfEth 1x, /sites/default/files/styles/card_s_x2/public/2022-07/prisoner-receiving-tablet-device.jpg.avif?h=2b873535&itok=skWzVecS 2x" media="(min-width: 480px)" type="image/avif" width="735" height="208"/><source srcset="/sites/default/files/styles/card_xs_x1/public/2022-07/prisoner-receiving-tablet-device.jpg.avif?h=2b873535&itok=V4jjtvSz 1x, /sites/default/files/styles/card_xs_x2/public/2022-07/prisoner-receiving-tablet-device.jpg.avif?h=2b873535&itok=0dLGAOAd 2x" type="image/avif" width="447" height="208"/><source srcset="/sites/default/files/styles/card_l2_x1/public/2022-07/prisoner-receiving-tablet-device.jpg?h=2b873535&itok=r_JOn0OR 1x, /sites/default/files/styles/card_l2_x2/public/2022-07/prisoner-receiving-tablet-device.jpg?h=2b873535&itok=oaBjhGWA 2x" media="(min-width: 1024px)" type="image/jpeg" width="760" height="400"/><source srcset="/sites/default/files/styles/card_m3_x1/public/2022-07/prisoner-receiving-tablet-device.jpg?h=2b873535&itok=bnYJNRuZ 1x, /sites/default/files/styles/card_m3_x2/public/2022-07/prisoner-receiving-tablet-device.jpg?h=2b873535&itok=JAu0s6Bz 2x" media="(min-width: 768px)" type="image/jpeg" width="486" height="216"/><source srcset="/sites/default/files/styles/card_s_x1/public/2022-07/prisoner-receiving-tablet-device.jpg?h=2b873535&itok=zhzqfEth 1x, /sites/default/files/styles/card_s_x2/public/2022-07/prisoner-receiving-tablet-device.jpg?h=2b873535&itok=skWzVecS 2x" media="(min-width: 480px)" type="image/jpeg" width="735" height="208"/><source srcset="/sites/default/files/styles/card_xs_x1/public/2022-07/prisoner-receiving-tablet-device.jpg?h=2b873535&itok=V4jjtvSz 1x, /sites/default/files/styles/card_xs_x2/public/2022-07/prisoner-receiving-tablet-device.jpg?h=2b873535&itok=0dLGAOAd 2x" type="image/jpeg" width="447" height="208"/><img loading="lazy" src="/sites/default/files/styles/card_s_x1/public/2022-07/prisoner-receiving-tablet-device.jpg?h=2b873535&itok=zhzqfEth" width="735" height="208" alt="A prisoner receiving a tablet device to use" /></picture> </div> <div class="nsw-card__content"> <h3 class="nsw-card__title is-excluded"> <a href="/nsw-government/state-of-customer/case-studies/prisoner-rehabilitation" data-analytics-component="cards">Transforming prisoner rehabilitation through digital technology</a> </h3> <div class="nsw-card__copy"><div class="nsw-wysiwyg-content"> <p>In-cell tablet devices are giving prison inmates access to digital technology and helping remove barriers to reintegration by improving digital literacy.</p></div> </div> <span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">east</span> </div> </div> </div> </div> </div> </div> </div> </div> </section> <section class="layout--full nsw-section nsw-section--brand-light nsw-section--large"> <div class="nsw-container"> <div class="nsw-grid"> <div class="nsw-col"> <div class="nsw-block"> <div class="node-content__element"><div class="nsw-wysiwyg-content"><h2>Find out more about the report</h2></div></div> </div> <div class="nsw-block block--cards"> <div class="nsw-block"> </div> <div class="nsw-block"> <div class="cards-scroll campaign "> <div id="glide--2" class="glide"> <div class="glide__track" data-glide-el="track"> <div class="glide__slides"> <div class="glide__slide"> <div class="nsw-card"> <div class="nsw-card__content"> <h3 class="nsw-card__title is-excluded"> <a href="/nsw-government/state-of-customer/customers" data-analytics-component="cards">Customers</a> </h3> <div class="nsw-card__copy"><div class="nsw-wysiwyg-content"> <p>Find out how our customers are experiencing our services. They include the people, communities and businesses of NSW.</p></div> </div> <span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">east</span> </div> </div> </div> <div class="glide__slide"> <div class="nsw-card"> <div class="nsw-card__content"> <h3 class="nsw-card__title is-excluded"> <a href="/nsw-government/state-of-customer/commitments" data-analytics-component="cards">Customer Commitments</a> </h3> <div class="nsw-card__copy"><div class="nsw-wysiwyg-content"> <p>Read about our promise to customers on what to expect when interacting with our services.</p></div> </div> <span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">east</span> </div> </div> </div> <div class="glide__slide"> <div class="nsw-card"> <div class="nsw-card__content"> <h3 class="nsw-card__title is-excluded"> <a href="/nsw-government/state-of-customer/services" data-analytics-component="cards">Services</a> </h3> <div class="nsw-card__copy"><div class="nsw-wysiwyg-content"> <p>See a range of services we deliver that cater to customers with different needs and circumstances.</p></div> </div> <span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">east</span> </div> </div> </div> <div class="glide__slide"> <div class="nsw-card"> <div class="nsw-card__content"> <h3 class="nsw-card__title is-excluded"> <a href="/nsw-government/state-of-customer/case-studies" data-analytics-component="cards">Case studies</a> </h3> <div class="nsw-card__copy"><div class="nsw-wysiwyg-content"> <p>See examples of how we embed a customer focused approach to services, programs and initiatives.</p></div> </div> <span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">east</span> </div> </div> </div> <div class="glide__slide"> <div class="nsw-card"> <div class="nsw-card__content"> <h3 class="nsw-card__title is-excluded"> <a href="/nsw-government/state-of-customer" data-analytics-component="cards">Home</a> </h3> <div class="nsw-card__copy"><div class="nsw-wysiwyg-content"> <p>Return to the State of the Customer homepage.</p></div> </div> <span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">east</span> </div> </div> </div> </div> <div class="glide__arrows" data-glide-el="controls"> <button type="button" class="glide__arrow glide__arrow--left" data-glide-dir="|<" aria-hidden="true" tabIndex="-1"> <span class="material-icons notranslate nsw-material-icons">keyboard_arrow_left</span> </button> <button type="button" class="glide__arrow glide__arrow--right" data-glide-dir="|>" aria-hidden="true" tabIndex="-1"> <span class="material-icons notranslate nsw-material-icons">keyboard_arrow_right</span> </button> </div> <div class="glide__bullets" data-glide-el="controls[nav]"></div> </div> </div> </div> </div> </div> <div class="nsw-block"> <div class="nsw-block nsw-accordion js-accordion"> <div class="nsw-accordion__title is-excluded">About the key metrics data</div><div class="nsw-accordion__content"><div class="nsw-wysiwyg-content"><p><strong>Source:</strong><br><sup>1</sup> NSW Government Customer Experience Qualitative Research, Q1 2022.</p><hr><p><strong>CXS Source: </strong>NSW Government Customer Experience Survey (CXS). <a data-entity-substitution="canonical" data-entity-type="node" data-entity-uuid="45a284e3-6383-475e-b690-28ce3c23330f" href="/nsw-government/state-of-customer/survey-methodology" title="About the report and survey methodology">About the survey methodology.</a></p><p><strong>Fieldwork:</strong> January to June 2022. Other jurisdictions surveyed in March 2022 only.<br><strong>Questions: </strong></p><ul><li>Thinking about your experience with the government service… <ul><li>How easy or difficult was it to do this?</li><li>How satisfied or dissatisfied were you with this experience?</li><li>To what extent do you trust the government service to be working in your best interests?</li></ul></li><li>Thinking about all your experiences with each of the following industries and public services over the past 12 months, how satisfied would you say you are with each?</li></ul><p><strong>Base: </strong>Customers who have interacted with government services in the last 12 months.<br><strong>Sample sizes: </strong></p><ul><li>NSW: Ease and Satisfaction (n=12028), Trust (n=12161), Customer Commitments (various n=9044 to 11588), used other industry or public service in the last 12 months (various n=6963 to 11928).</li><li>Jurisdiction comparisons (based on data from March 2022): NSW (n=2048), Victoria (n=2195), Queensland (n=2140), New Zealand (n=1310), United Kingdom (n=1374), Canada (n=1364), Singapore (n=1412), Germany (n=1296), Denmark (n=1278).</li></ul><p><strong>Definitions and notes:</strong></p><ul><li><em>Ease of service</em> is calculated as the percentage of customers that selected ‘Very easy’ or ‘Somewhat easy’.</li><li><em>Satisfaction with service</em> is calculated as the percentage of customers that selected ‘Very satisfied’ or ‘Somewhat satisfied’.</li><li><em>Trust in service </em>is calculated as the percentage of customers that selected ‘Trust a great deal’ or ‘Somewhat trust’.</li></ul></div></div> </div> </div> </div> </div> </div> </section> </article> </div> <a class="nsw-direction-link dcs-top-link dcs-top-link--hidden" href="#top"> <span class="nsw-direction-link__text"> Top <span class="sr-only">of page</span> </span> <span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">north</span> </a> </main> <footer 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