Released 26/07/2019
Canberrans have spoken: and they are highly satisfied with their experiences at Access Canberra.
The 2019 Access Canberra Customer Satisfaction Survey1 results reveal:
Quick facts:
- Service Centres: 97% of respondents satisfied/very satisfied with the service received.
- Contact Centre: 92% of respondents were overall satisfied/very satisfied with the service received – compared to 83% in 2018.
- When using digital services, 95% of respondents indicated high levels of satisfaction for convenience – compared to 92% in 2018.
- 86% of respondents that used the digital services in the last 12 months found it easy/very easy to find the information they needed.
- 93% of respondents were aware of the services provided by Access Canberra – compared to 89% in 2018.
- Save time, go online – skip the queue and complete over 400 transactions when it suits you. Simply visit www.act.gov.au/accessCBR any time of the day to get started.
- Full report is available here
Quotes attributable to Kevin Bell, acting Executive Branch Manager, Access Canberra:
"Access Canberra was established in 2014 to make doing business with government quicker and easier – and over the past five years it has gone from strength to strength.
"Results from this year's satisfaction survey show growing levels of satisfaction in the service and information provided, including around the digital services and transactions available.
"Our investment in the 2018-2019 Budget for an additional five staff in the Contact Centre has supported a reduction in wait times and a jump of 9% in satisfaction of service by our community.
"We are also working to continuously improve our digital services, making it easier and quicker to transact with government. 95% of survey respondents were highly satisfied with the convenience of digital services.
"The Access Canberra team are also working closely with business and industry to cut red tape and support a safe and vibrant city every day.
"I would like to take this opportunity to thank the Access Canberra team for their dedication to providing high quality service to Canberrans each day.
"It's clear that the community highly values the knowledge, patience, helpfulness and the ongoing commitment to improving services for our community."
[1] Micromex Access Canberra Customer Satisfaction Survey 2019, 602 respondents
- Statement ends -
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