For the last 20 years, KPMG have been leaders in the experience space, through the establishment of the 6 Pillars and the Customer Experience Excellence Centre. The 6 Pillars are a set of emotional qualities that define every outstanding customer experience which can create loyalty and drive growth. KPMG’s Customer Experience Excellence research for public sector is now in its second year and the view of the citizen has never been more poignant, the research has analysed over 16,000 individual citizen responses across 7 UK public sector organisations. This research defines what great citizen experiences in the public sector look like across KPMG’s Six Pillar framework, and explores the intrinsic link between citizen satisfaction, public service outcomes, and operating costs.