Released 25/07/2017
The 2017 Access Canberra Customer Satisfaction Survey results reveal that Canberrans are increasingly satisfied with their service experience across each of the three Access Canberra channels: Service Centres, the Contact Centre and the website.
Minister for Regulatory Services Gordon Ramsay, said Access Canberra had been streamlining processes to make it easier and simpler for customers to do business with the ACT Government and the results confirmed things are on track.
“Each of the three Access Canberra channels were rated on customer satisfaction, ease of use and whether issues were resolved on the first visit,” Mr Ramsay said.
“One of the pleasing highlights from the survey findings was the increased satisfaction across the services.
“Compared with 2016, the satisfaction rating with Service Centres is up from 94% to 97% in 2017. The main driver for this result was staff thoroughly and fairly dealing with customers’ issues and transactions.
“In addition, the highest rating in the survey went to the Service Centres for their ease of use – a high 98%. This compares with 95% in 2016.
“The Contact Centre satisfaction rating has also increased compared to 2016 – up from 87% to 91% in 2017. The main drivers for this rating were the fairness of staff in dealing with customer transactions and the willingness of staff to assist.
“The website satisfaction rating was also up from 78% in 2016 to 83% in 2017. 52% of respondents reported they had accessed the website, which was significantly higher than last year’s result of 32%. Website users predominantly dealt with car registration enquiries and renewals (28%).
“The telephone survey was conducted by Micromex Research in January and February 2017, and the findings are based on responses from 603 randomly selected respondents. Access Canberra is now using the findings of the survey to continue to improve the way services are delivered for the community.
“Beyond the facts and figures, what this means is that whether people visit an Access Canberra Service Centre, call the Contact Centre or use the website, they can expect to receive quality service.”
“I would like to acknowledge the great work that Access Canberra staff are doing to ensure that Canberrans are able to have their matters resolved effectively.
“If people need help with an ACT Government service, they just need to ask Access Canberra,” Mr Ramsay said.
To find your nearest Access Canberra Service Centre or use the online services visit www.act.gov.au/accessCBR or call the Contact Centre on 13 22 81.
The full report is available on the Access Canberra website at www.act.gov.au/accessCBR
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Gordon Ramsay, MLA | Media Releases