South Australia's Strategic Plan is comprised of 100 targets. These targets are specific and measurable and enable us to measure our progress towards achieving the Plan's visions and goals.

Each target is reported on through this section of the website. Data has been updated as at December 2017.

Target:

32. Customer and client satisfaction with government services:

Increase the satisfaction of South Australians with government services by 10% by 2014, maintaining or exceeding that level of satisfaction thereafter

No new data

Key Measure

 

Explanatory Comments

Until 2012 the SASP Household survey provided the data for this target’s key measure.

Satisfaction is rated on a five-point scale, where 1 means ‘very dissatisfied’ and 5 means ‘very satisfied’. 

In 2016, the Government implemented the Customer Satisfaction Measurement Survey (CSMS) to understand how South Australian Government services are performing overall.

The survey provides a holistic view of customer service, including baseline scores for whole of government customer satisfaction from which to gauge future success of citizen-centric reforms. The CSMS is consistent between various jurisdictions, enabling benchmarking against the United Kingdom, Canadian, New South Wales, Victorian, and Queensland Governments.

The CSMS is conducted from May-July each year, with service area specific reports available to Senior Management Council in each August-September.  Results supplement customer satisfaction surveying programs already in agencies.

In 2016, individual customer satisfaction with government services was 7.4/10.0 with a 7.0/10 rating from business customers.  

Lead Agency

Department of the Premier and Cabinet