Our 8.1 million customers expect their experience of government services to be easy, effective and trustworthy no matter who they are, where they are or what they need.
Our customers interact with our services in different ways and under different circumstances: sometimes because they want to, and sometimes because it’s required. Whether customers are directly or indirectly engaging with government, all people of NSW are impacted by or benefit from government regulation and policy, such as access to water and a safe environment.
Find out how customers are experiencing our services
3 in 4
families find it easy to interact with NSW Government services.
3 in 4
young people trust NSW Government services are working in their best interests.
2 in 3
small businesses are satisfied with their experience with NSW Government services.
About customers in NSW
NSW is home to 32%1 of Australia’s population and is one of the most diverse states in the country.
There are
residents in NSW.1
were born overseas.1
There were
people who visited NSW between April 2021 to March 2022.2
There are
businesses in NSW3, of which 13,927 are exporters.4
The State of the Customer report reflects what customers are telling us about their experiences with government services. What’s important to them, what we’re doing well, and where we need to improve.
NSW has an incredibly diverse population, and this list is not intended to be a complete representation of all customer groups in NSW. Future releases of State of the Customer will focus on additional groups to reflect this diversity.
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Case study
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Making it easier to find ways to boost budgets
The Savings Finder helps NSW customers find and access more than 70 rebates and savings offered by NSW Government agencies to help ease their cost of living.
Find out more about the report
Sources:
1 Australian Bureau of Statistics (ABS), Population: Census (2021).
2 Destination NSW, Travel to NSW key statistics (for year ended March 2022).
3 Australian Bureau of Statistics (ABS), 8165.0 Counts of Australian Businesses, including entries and exits (as at June 2021).
4 Australian Bureau of Statistics (ABS), 5368.0.55.006 Characteristics of Australian Exporters (2019-20).
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…
- How easy or difficult was it to do this?
- How satisfied or dissatisfied were you with this experience?
- To what extent do you trust the government service to be working in your best interests?
- 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:
- Families with dependent children (i.e. children under 15 years old and/or dependent students) (n=3694).
- Young people aged 18-24 years old (n=1240).
- Small business (0-19 employees) customers (n=1415).
Definitions and notes:
- Ease of service is calculated as the percentage of customers that selected ‘Very easy’ or ‘Somewhat easy’.
- Satisfaction with service is calculated as the percentage of customers that selected ‘Very satisfied’ or ‘Somewhat satisfied’.
- Trust in service is calculated as the percentage of customers that selected ‘Trust a great deal’ or ‘Somewhat trust’.