Gov Customer Experience Intelligence Report
Australians and New Zealanders are increasingly relying on government services as the cost-of-living crisis worsens. Unfortunately, many are facing long wait times, with the average time on hold increasing by 11% in 2023 compared to the previous year. As a result, trust in government services is eroding, with customers growing frustrated by complex processes and delayed responses.
To rebuild this trust in 2024, government agencies must focus on meeting customer expectations. Our latest ANZ Customer Service Intelligence Report – Government spotlight highlights the findings from our recent survey, uncovering the root cause of poor customer experience: the messy middle office. The report also provides actionable solutions to streamline middle-office operations, foster cross-agency collaboration, and enhance the role of self-service options.
Download the full report to discover how agencies can rebuild trust by simplifying processes and improving service quality.
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