Customer satisfaction 2016

As of mid-August 2016, more than 12,000 customers have told us:

  • their overall satisfaction with our Customer Service Centres = 98%
  • overall satisfaction with our Customer Contact Centre Channel = 83%.

Waiting times

A key area for improvement for Service SA is improving wait times across our Customer Contact Centre channel.

Overall Customers satisfaction with wait times:

  • Customer Service Centre = 94%
  • Customer Contact Centre = 69%

Over the counter service

The year to date, customers who attended our Customer Service Centres told us:

  • our staff being knowledgeable and competent = 98% satisfaction
  • being treated fairly by our staff = 98% satisfaction
  • satisfaction with the overall quality of service of information provided = 97% satisfaction
  • satisfaction with the accessibility of the product / information / service = 96% satisfaction
  • satisfaction with the amount of time it took to get the information or service = 94% satisfaction
  • getting what was needed = 98% satisfaction.

Phone service

The year to date, customers who called our Customer Contact Centres told us:

  • satisfaction with the amount of time it took to get through to Service SA = 69% satisfaction
  • satisfaction with the quality of service delivered = 84% satisfaction
  • getting what was needed = 84% satisfaction
  • overall expectations met = 83% satisfaction.