Customer satisfaction is a key measure of the performance of the NSW public sector. The multiple and varied parts of the sector share a common goal – delivering services that make NSW a great place to live, work, visit and invest in. We want our services to be easy to use, high quality and accessible to all.
The Customer Experience Unit in the Department of Customer Service developed the Customer Satisfaction Measurement Survey (CSMS) in 2013. A key survey output is the Customer Satisfaction Index. The index assesses:
- how satisfied customers are with a government service
- how close their experience is to their expectations of that service
- how close their experience is to an ideal service.
It is scored out of 100. A higher score means that customers are more satisfied overall. Scores can be averaged across services to produce a score for the whole sector.
The Department of Customer Service is redesigning the CSMS in 2021. The data from the redesigned CSMS is not yet available and will not be comparable to previous years’ data. As such, we have used the latest results, from 2020, to highlight the sector’s increasing ability to meet customer needs.