Understanding the Client Experience

The Department of Immigration and Citizenship is committed to keeping clients' needs central to the development and implementation of client service improvements. To ensure this, the department has recently commissioned several research programs to build a holistic picture of our clients' experience when dealing with the department.

Current research – Understanding the client experience within the digital landscape

The department recently commissioned research to gain a better understanding of the client experience in the digital landscape.

This research expanded on previous client satisfaction research by focusing on client needs, expectations, preferences, attitudes and behaviours. The research targeted visitor, student and citizenship clients and was conducted in June 2011.

The findings that have been reported provide many new insights into clients’ views of the department’s website, the online application process and potential new digital channels such as social media.
Understanding the client experience within the digital landscape – Main Report Findings are available.
See: Understanding the client experience within the digital landscape – final report – September 2011 (1.2MB PDF file)

Previous surveys

Results from the Client Experience Program 2009–10
See: Client Experience Program 2009–10 Executive Summary (196KB PDF file)

Further assistance

Further information is available by emailing the Client Experience mailbox.
Email: Client Experience Mailbox