Trends Report

The Australian Government's Customer Experience Affects Mission Outcomes

Insights From Forrester's Customer Experience Index

March 29th, 2019
Riccardo Pasto, Principal Analyst
Riccardo Pasto Principal Analyst
William Willsea, null
William Willsea
With contributors:
Rick Parrish , Harley Manning , Ben Salamin , Shayna Neuburg

Summary

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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