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 is analysed and uploaded as it becomes available.

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



Key Measure

 

Explanatory Comments

Until 2012 the SASP Household survey provided the data for this target’s key measure.  A new whole of government satisfaction measure will be established for 2016-17 with an agreed common methodology expected to be rolled out to all agencies in May/June 2016.

In respect to Service SA, the largest customer service face of government, the overall customer satisfaction mean score was 4.7 for the 2015 calendar year.

The data in the above chart and the comments below are from the 2012 Progress Report. Note that the Service SA mean score for 2015 achieved the 3.64 target set for 2014 by the former SASP Audit Committee.

The SASP Household survey previously provided the progress data for this target’s key measure.  This survey was first conducted in 2008 and most recently conducted in 2012. It was not conducted in 2011 as the SASP was being updated.

Satisfaction is rated on a five-point scale, where 1 means ‘very dissatisfied’ and 5 means ‘very satisfied’. The Audit Committee considers that the best way to measure changes over time in overall satisfaction is to use the average (mean) score rating.

In 2008 (the baseline year) the mean rating score of satisfaction was 3.31. This was comparable with the 2012 score of 3.32. The target is to achieve a 10% increase in the mean score, which would equate to a score of 3.64 by 2014. Theachievement of this target to be ‘unlikely’ given the stable trend to date and the limited timeframe remaining to achieve this improvement.
 

Lead Agency

Department of the Premier and Cabinet