As we continue striving to achieve our vision, we measure our success in 3 key areas:
- Customers: we want to give our customers a great experience, resulting in high customer satisfaction.
- People: we want our employees to be satisfied and engaged at work, leading to fulfilling careers with us.
- Performance: we want to increase our productivity, drive down debt, maintain our ISO 9001 quality management system certification and ultimately hit revenue targets.
Table 3: Customers
| Measure | Description | Our result | Benchmark |
|---|---|---|---|
| Customer satisfaction |
The overall level of satisfaction our customers have with our services, measured by completed contact centre surveys. Benchmark is an internal target. |
86% | 80% |
| Website satisfaction |
The overall level of satisfaction our customers have with our website, measured by a survey on our website. Benchmark is an internal target. |
79% | 70% |
| Call wait times | The percentage of calls we answered within a target of 3 minutes. | 99% | 80% |
Table 4: People
| Measure | Description | Our result | Benchmark |
|---|---|---|---|
| Employee engagement |
The overall sense of pride, attachment, inspiration, motivation and advocacy our employees have for the SRO. Result and benchmark taken from 2026 People Matter Survey results. |
72% | 69% |
| Employee work-life balance |
The percentage of employees who agree they have a good work-life balance. Result and benchmark taken from 2026 People Matter Survey results. |
85% | 74% |
| Employee learning and development |
The percentage of employees who agree they develop and learn in their role. Result and benchmark taken from 2026 People Matter Survey results. |
84% | 70% |
| Seek reviews |
Reviews submitted to employment website Seek anonymously by current and former SRO employees as at 4 August 2026. Benchmark represents the average company scores in Australia. |
4.3/5 | 3.5/5 |
| Employee turnover |
The percentage of employees who leave the SRO each year. Benchmark provided by the Victorian Public Sector Commission. |
7.7% | 16.7% |
Table 5: Performance
| Measure | Description | Our result | Benchmark |
|---|---|---|---|
| Revenue collection | Revenue collected meets targets set as part of the Victorian State Budget. | $36.6 billion | $35.0 billion |
| Debt-to-revenue ratio | Average monthly ratio of actionable debt to total revenue. | 1.89% | <2% |
| ISO certification | We maintain an ISO 9001 quality management system certification. | Certified | Certification |