Chapter 3: customer focus
Chapter at a glance
NSW customers are relatively
happy with public services
and similar levels of
satisfaction are reported by
consumers and businesses.
More than a quarter of
customers had complained
to a public sector agency but
only 15% felt their complaints
had been effectively handled.
Handling complaints well
has a positive impact on
even more than reducing
the incidence of complaints.
Employees feel that
their organisations are
strongly committed to
good customer service.
service is a high
priority for the
The NSW public sector provides a wide range of services
to members of the public and businesses. They range from
essential services like hospitals, schools, public transport
and police to regulatory services for trade, the environment,
land use and infrastructure planning. Some services have
complex long-term relationships with their customers while
others, like licence renewal, are transaction-based.
Views about customer service are reported in this chapter
from three perspectives – those of customers, employees
The term 'customer' applies to any individual or
organisation that directly uses services provided by a public
sector agency. It includes people who may be referred
to in other ways, including clients, consumers, parents,
passengers, patients, residents, students and visitors.