The following figures and tables provide the headline results of public satisfaction, trust and experiences with Australian public services from March 2019 to June 2020.
Satisfaction with Australian public services
The survey measures how satisfied Australians were overall with the Australian public services they accessed in the last 12 months. In June 2020, results show 78% of Australians report feeling ‘completely satisfied’, ‘satisfied’ or ‘somewhat satisfied’ with their experience. A further 13% are ‘neither satisfied nor dissatisfied’, and 10% are ‘completely dissatisfied’, ‘dissatisfied’ or ‘somewhat dissatisfied’.
Satisfaction with Australian public services - March 2019 to June 2020
Satisfaction with Australian Public Services - March 2019 and June 2020
Satisfaction with Australian public services
% of Australians satisfied/dissatisfied with services accessed in the last 12 months)
| March 2019 | June 2019 | November 2019 | February 2020 | June 2020 | |
|---|---|---|---|---|---|
| Completely satisfied | 16% | 14% | 13% | 14% | 15% |
| Satisfied | 35% | 34% | 32% | 32% | 37% |
| Somewhat satisfied | 20% | 19% | 24% | 23% | 25% |
| Neither satisfied nor dissatisfied | 13% | 15% | 15% | 16% | 13% |
| Somewhat dissatisfied | 7% | 8% | 6% | 6% | 4% |
| Dissatisfied | 4% | 5% | 5% | 5% | 3% |
| Completely dissatisfied | 4% | 4% | 4% | 4% | 3% |
Column totals may not add up to 100% due to rounding. Calculations using rounded estimates may differ from those published. All survey respondents who had accessed any services over the last 12 months were asked this question.
Trust in Australian public services
Australians’ perceptions of the trustworthiness of Australian public services are also captured in the Survey. In June 2020, results show 65% of Australians ‘strongly trust, ‘trust’ or ‘somewhat trust’ Australian public services. A further 21% ‘neither trust nor distrust’, and 14% ‘strongly distrust’, ‘distrust’ or ‘somewhat distrust’.
Trust in Australian public services - March 2019 to June 2020
Trust in Australian public services - March 2019 and June 2020
Trust in Australian public services
(% of Australians who agree/disagree with the statement ‘I can trust Australian public services’)
| March 2019 | June 2019 | November 2019 | February 2020 | June 2020 | |
|---|---|---|---|---|---|
| Strongly trust | 7% | 6% | 7% | 6% | 9% |
| Trust | 24% | 24% | 22% | 23% | 28% |
| Somewhat trust | 28% | 27% | 27% | 27% | 28% |
| Neither trust or distrust | 21% | 24% | 23% | 23% | 21% |
| Somewhat distrust | 10% | 10% | 10% | 11% | 7% |
| Distrust | 5% | 5% | 6% | 5% | 4% |
| Strongly distrust | 4% | 4% | 5% | 5% | 4% |
Column totals may not add up to 100% due to rounding. Calculations using rounded estimates may differ from those published. All survey respondents were asked this question, whether or not they had accessed a service in the past 12 months. Respondents rated their agreement or disagreement with the statement ‘I can trust Australian public services’; e.g. people who ‘strongly agree’ are counted as Strongly Trust.
Service delivery experience with Australian public services
The Survey explores how Australians experience services by asking a variety of questions about accessing and receiving services. Since March 2019, various elements of service delivery have improved.
Service Delivery Experience
(% of Australians who 'agree' or 'strongly agree' with the following statements)
| March 2019 | June 2019 | November 2019 | February 2020 | June 2020 | |
|---|---|---|---|---|---|
| Information from the service was easy to understand | 48% | 49% | 52% | 52% | 57% |
| Staff were knowledgeable | 52% | 53% | 55% | 56% | 60% |
| Staff did what they said they would do | 54% | 53% | 55% | 57% | 62% |
| The amount of time it took to reach an outcome was acceptable | Question added in later waves | 43% | 43% | 51% | |
| I was treated with respect | 58% | 60% | 61% | 63% | 66% |
Respondents rated their agreement or disagreement with the statement in the left-hand column. All survey respondents who had accessed any services over the last 12 months were asked this question.
Further Results
Data provision
Survey participants provide consent to publish aggregate, anonymous results.
Further high level results, including looking at the data by age and metropolitan/regional location (XSLX 52KB are available.
Further detailed aggregate datasets are available on the data.gov.au website.