Client Experience Survey

Client feedback

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

The Austrade Client Experience Survey helps us, as an agency, to:

• refine our service offering
• adapt to meet the evolving needs of Australian businesses as they expand internationally.

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

Client Experience Survey results are published in our Annual Report. They underpin several key performance metrics of the agency.

2023-24 highlights

The 2023-24 Client Experience Survey results were collected from 2 survey waves. They captured feedback from clients that interacted with Austrade during the reference period of 1 July 2023 to 30 June 2024.

The survey found that, overall, 78% of respondents were satisfied with their dealings with Austrade during the reference period. Austrade’s net promoter score is +44. Both these results reflect the high level of satisfaction that exists among Austrade clients.

In 2023-24, detailed feedback was also collected on Austrade’s performance. Results included:

• 91% of respondents indicated that Austrade helped their organisation. The top 3 ways respondents indicated Austrade helped were entering a new market (58%), understanding a market (54%), and growing in an existing market (39%).
• 76% of respondents thought that Austrade's services met their expectations.

Key drivers of client satisfaction

For each wave, the survey includes several statements for clients to agree or disagree with. From the responses, the statements linked to drivers of success are calculated.

The key drivers during 2023-24 were:

• Austrade’s services have met my expectations
• Austrade staff provide great client service
• Austrade provides services and information that are relevant to me 
• Austrade provides information that is easy to understand.

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