Gov Customer Experience Intelligence Report
As the cost of living continues to rise in 2024, Australians and New Zealanders are turning to government services for greater support. Our latest research reveals that customers in both countries spent 11% more time on hold in 2023 compared to the previous year. This has led to growing frustration with long wait times and complicated processes, causing a decline in trust.
Rebuilding trust is crucial, and it starts with meeting customer expectations. In the third edition of our ANZ Customer Service Intelligence Report – Government spotlight, we uncover the latest customer experience insights, pinpoint the root causes of poor service, and offer solutions to enhance customer satisfaction.
Discover how the “messy middle office” is contributing to poor service delivery and how cross-agency collaboration and self-service tools can improve customer outcomes.
Download the full PDF now to explore these insights.
