"The Trust Imperative: Why Customer Experience in Government Matters"
BCG and Salesforce collaborated to understand more about customer expectations of government in the Australian and New Zealand context. Our research explored what shapes customer experience when dealing with governments, the role of trust, and the opportunity for governments in Australia and New Zealand to transform service delivery.
We surveyed more than 1,600 customers and interviewed 20 government leaders from across A/NZ, and the findings show the interdependent relationship between customer experience and trust.
In fact, 85% of people say that the quality of their customer experience directly influences their level of trust and confidence in Government.
Questions? Call us at 1800 667 638 (AU), 0800 450 064 (NZ)