Client Experience Survey

Client feedback

Each year, Austrade conducts independent surveys to assess its service delivery and identify areas for improvement.

For many years the Client Experience Survey (formerly the Service Improvement Study) has helped Austrade refine its service offering and adapt to meet the evolving needs of Australian businesses as they expand internationally.

Feedback is also provided by clients and other stakeholders directly as well as through event surveys. For example, formal surveys after business missions and events help Austrade assess the impact of these missions, including the commercial outcomes that participants expect from these events.

Survey results are published in Austrade’s Annual Report and underpin a number of key performance metrics of the agency.

Client Experience Survey – 2022-23 – Key highlights

The 2022-23 Client Experience Survey results were collected from three surveys. They captured from clients that had an interaction with Austrade during the reference period of 1 April 2022 to 30 June 2023.

The survey found that overall 80 per cent of respondents were satisfied with their dealings with Austrade during the reference period. Austrade’s net promoter score is +41. Both these results reflect the high level of satisfaction that exists among Austrade clients.

The 2022-23 survey also collected detailed feedback on Austrade’s performance, including the following results:

• 94 percent of respondents indicated that Austrade helped their organisation. The top three ways respondents indicated Austrade helped were entering a new market (58 per cent), understanding a market (56 per cent), and growing an existing market (37 per cent).
• 78 per cent of respondents thought that Austrade's services met their expectations.
• 71 percent of respondents described Austrade’s contribution to their organisation as positive.

Key drivers of satisfaction

For each Wave, the survey includes several statements for clients to agree or disagree. From the responses, the statements linked to drivers of success are calculated. The key drivers of during 2022-23 were:

• Austrade’s services have met my expectations
• Austrade staff provide great client service
• Austrade’s advice and support assists me to make business decisions confidently
• Trust in Austrade’s information and services.

For more information about the Client Experience Survey, contact: voiceofclient@austrade.gov.au.