28 July 2022

In February 2022 the National Relay Service (NRS) asked for feedback on user experiences.

Listening to users and considering their feedback for continuous improvement is an important part of how the NRS ensures it meets evolving user and community needs. This survey is one of the ways the NRS collects data to measure progress of service enhancements and its impact to the NRS user experience against previous research conducted.

The survey was held between 31 January and 27 February 2022 and had 611 respondents. A report has been prepared to give an overview of the findings and compares results from the previous NRS user survey conducted in February 2021.

The key findings of the report include:

  • NRS users continue to have a positive experience with the service.
  • All user experience attributes (i.e. satisfied, needs met, confident and comfortable) have improved.
  • User registration has facilitated more in-depth understanding of experience across demographics.

Read the NRS User Experience Survey Results report(Opens in a new tab/window).

If you have feedback about the NRS you can reach out to the NRS Helpdesk. There are a number of ways to make contact with Helpdesk staff (8am to 6pm, Monday to Friday EST):

The video below has no sound or captions. It provides an Auslan translation of the information provided above.