2026 customer survey provides insight

HealthShare Victoria’s annual Customer Survey asks Victorian health services to provide insight into what is most important to them in 2026.

The survey was sent to 128 health services. Of 245 responses from health service customers, 74 per cent of respondents were satisfied with HSV's overall performance – the second highest satisfaction rate since the survey began in 2016. The highest (76%) was recorded in 2022 during the COVID-19 pandemic.

Seventy per cent of respondents were confident that HSV is delivering value to the sector, as per the previous year.

Highest satisfaction was among the Health Service Executive and Non-Clinical staff (79%), followed by Procurement staff (74%) and Clinical staff (61%).

The 28 respondents who provided additional feedback and queries were contacted by HSV’s Head of Customer Relationships Sergio Lacchiana.

“The follow-up calls give us an opportunity to better understand specific issues and quickly resolve them and are one of the advantages of health services providing their contact details in the survey,” says General Manager Customer Engagement Alfred Matthews.

HSV’s Customer Relationship Manager (CRM) team continued to record high satisfaction in 2026, with 86 per cent of respondents satisfied with the support and responsiveness of the CRM team.

There was also a positive increase in responses to the HSV helpdesk, with 79 per cent expressing satisfaction, compared with 68 per cent in 2025. Respondents also acknowledged HSV’s work to educate health services and suppliers about modern slavery risk mitigation and the general communication HSV provides.

Respondents indicated that the most important issues for health services are product or service suitability, cost reduction and supply chain reliability. This aligns with the feedback received by HSV Chief Procurement Officer Sarah Bryant and General Manager Customer Engagement Alfred Matthews during the CPO Roadshow in February 2026. Survey results show the preferred ways to receive communication from HSV were the HSV Customer Update, the HSV Update newsletter and CRM meetings.

Some of the key areas health services would like to see improved include contract management, data quality, supplier relationship management, and communication regarding collective agreements.

“Overall, the feedback indicates that health services are looking to HSV to further drive value through our collective agreements and to serve as a trusted business partner for the sector,” Alfred says.

“I’d like to thank everyone who responded to the survey. Your valued input helps us deliver better value to our customers and improve outcomes for the sector.”

HSV will develop a draft action plan and consult with health service customers in July at Chief Procurement Steering Committee meetings and focus group.