Access Canberra’s 2018 customer satisfaction survey has revealed that users are becoming more and more satisfied with the services it offers.
Minister for Regulatory Services, Gordon Ramsay said Access Canberra regularly reviews and improves services to make it easier for Canberrans to do business with the Government.
“Each of the three Access Canberra channels — digital services, the contact centre and service centres — were rated on customer satisfaction, ease of use, and whether issues were resolved on the first visit,” Mr Ramsay said.
“Overall, satisfaction for the three Access Canberra services has increased to 89 per cent in 2018, compared to 85 per cent in 2017.”
He said one of the pleasing results from the survey was the increased satisfaction rating for digital services, which was up from 83 per cent in 2017 to 90 per cent in 2018.
“We’re always encouraging Canberrans to transact with Access Canberra online — we now offer over 300 online services and this is constantly increasing,” Mr Ramsay said.
He said 86 per cent of residents who used digital services in the past 12 months were able to complete their transaction in just one visit, which was another reason Canberrans were encouraged to go online.
Mr Ramsay said in 2018, the satisfaction rating with service centres was the highest of all three services at 96 per cent.
“Customers found this the easiest service to transact with, not having to wait long and having knowledgeable staff to resolve their issue in one visit,” the Minister said.
“The contact centre satisfaction rating had a marginal decrease in 2018 compared to 2017, with customers stating that wait times were their main concern.”
Mr Ramsay acknowledged “the great work that Access Canberra staff are doing in meeting the needs and expectations of the Canberra community”.
