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For Customer Experience Professionals

The Australian Government's Customer Experience Affects Mission Outcomes

Insights From Forrester's Customer Experience Index

March 29, 2019

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Why Read This Report

Like most global citizens, Australians rate their government's customer experience (CX) as poor. In this report, we measure the impact of the government's CX on its mission performance with our Customer Experience Index (CX Index™). We also compare departments' CX performance with the private sector's and assess how well departments perform on mission-critical CX drivers. We conclude with concrete advice for government CX pros who want to improve customer experiences efficiently.

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Table of Contents

  • Weak Australian Government CX Harms Mission Performance
  • Federal Departments Underperform Where It Matters Most
  • Recommendations

  • Ground Your CX Program In Driver Analysis
  • How Forrester Can Help
  • Supplemental Material
  • Related Research Documents

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