We want everyone who lives, works, visits or invests in NSW to have the best possible experience every time they interact with any of our services. We're committed to putting customers at the centre of everything we do to improve outcomes and deliver services that are easy, fair, accessible, transparent and empathetic.
Everyone remembers good experiences, but it is often the bad ones that leave lasting impressions in our memories.
Our 6 Customer Commitments give a clear picture of what to expect when interacting with our services. We have used extensive customer research to develop these commitments to ensure our customers have a first-class experience, every time.
Find out how our services are living up to customer expectations across the Customer Commitments
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Easy to access
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Customers find our services easy to access when interactions are simple and services are readily available.
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Act with empathy
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Our services are focused on understanding and responding to the situations, needs and points of view of our customers.
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Respect my time
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Being respectful of time is key to a positive experience for customers using our services.
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Explain what to expect
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Customers need to understand what steps are involved and be contacted when they need to know something.
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Resolve the situation
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Customers expect us to deliver an outcome and be accountable for our actions along the way.
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Engage the community
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Customers expect us to meaningfully engage with them about how they want services delivered.
How our customers are experiencing our Commitments
We showed customers a series of statements and asked them to rate them based on their experience using one of our services.
“Act with empathy commitment means that the organisation puts the customer first and that they act in the best interest of the consumer. It forges a sense of community and belonging”
Female, 39 years, Metro NSW 1
Case study
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Applying for, renewing, and using a licence is now much easier
The NSW Government is making it easier for businesses and licenced occupations to apply for and renew their required licences.
Find out more about the report
Source:
1 NSW Government Customer Experience Qualitative Research, Q1 2022.
CXS Source: NSW Government Customer Experience Survey (CXS). About the survey methodology.
Fieldwork: January to June 2022.
Questions: Thinking about your experience with the government service, we would like your opinion on [CUSTOMER COMMITMENT]. Please indicate how strongly you agree or disagree with each of the statements below.
Base: Customers who have interacted with government services in the last 12 months.
Sample sizes: Customer Commitments (various n=9044 to 11588).
Definitions and notes: Responses to the Customer Commitment questions are calculated as the percentage of customers that selected ‘Strongly agree’ or ‘Somewhat agree’ and it excludes ‘Not applicable’ responses.