Customer Engagement & Performance Benchmark Study

Jobs for NSW needed a clearer understanding of how it was perceived in market—and how effectively it was engaging diverse target audiences.

At the same time, there was a need to establish robust performance benchmarks to track impact and guide future investment.

A multi-phase, mixed-method research program – depth and scale

Qualitative

• Internal stakeholder interviews to align on objectives and assumptions
• In-depth interviews with priority target audiences
• Focus groups with small and medium business owners

Quantitative (validation & benchmarking) to establish baseline benchmarks across awareness, engagement and perception metrics