Trends Report

The Australia Government Customer Experience Index Rankings, 2022

How Government Agencies Drive Mission Performance By Delivering Quality Experiences

January 9th, 2023
Riccardo Pasto, Principal Analyst
Riccardo Pasto Principal Analyst
With contributors:
Rick Parrish , Michael Barnes , Niraj Patel , Aidan Riga , Bill Nagel

Summary

The past 12 months have been a roller-coaster ride for government departments and their customers. COVID-19 cases and deaths have declined, allowing people to return to a degree of normalcy in their social lives and interactions with organizations. Meanwhile, staffing shortages and budget constraints hamper agencies’ efforts to return to that same pre-pandemic “normal.” How well did Australian government organizations manage their customers’ experiences? This year, we reveal the scores and rankings of nine services from federal and state government departments in Australia. Customer experience (CX) professionals can use this report to inform their ongoing improvement efforts.

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