Forrester Infographic: The Australian Government Customer Experience Index, 2021

How Australian Government Entities Earn Loyalty By Delivering Quality Experiences

December 1st, 2021
With contributors:
Harley Manning, Michelle Yaiser, Michael Barnes, Seles Sebastin, Bill Nagel


High-quality customer experiences (CX) drive mission success. When government CX improves, customers engage, trust, and forgive; government operations run more smoothly and cost less; and people’s faith in the country rises. This infographic presents key insights on how customers of five services across federal and state government departments in Australia perceive their experiences and how well these perceptions translate into mission performance. We also assess how well departments perform on key CX drivers and channel types.

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