Text size: A A A

eBook: Experience Management for Government – how to drive positive outcomes for residents and employees

Sponsored by Qualtrics

As governments and organisations in Australia, New Zealand, and across the globe responded to the continued impact of the pandemic, the needs, behaviours, and attitudes of their residents and employees have evolved.

To help make sense of this new reality, we asked 1,500 people across Australia and New Zealand to better understand how they engage with governments as residents and employees, their satisfaction levels, and the changes they want implemented to help improve the way they experience the world.

In this eBook, you will discover:

  • The impact of people’s experience on their vote and level of trust.
  • The ways employee expectations and experiences have changed and how to improve engagement and retention.
  • How adoption of digital services will affect the public sector.
  • The role of empathy in meeting people’s expectations.


Qualtrics, the leader and creator of the experience management (XM) category, is changing the way organizations manage and improve the four core experiences of business—customer, employee, product and brand. Over 16,750 organizations around the world use Qualtrics to listen, understand and take action on experience data (X-data™)—the beliefs, emotions and intentions that tell you why things are happening, and what to do about it. The Qualtrics XM Platform™ is a system of action that helps businesses attract customers who stay longer and buy more, engage employees who build a positive culture, develop breakthrough products people love and build a brand people are passionate about. To learn more, please visit qualtrics.com. Qualtrics is used by more than 750 government departments and agencies globally, including more than 150 in Australia and New Zealand.