Customer Experience
Our Promise to our Customers
To always put the customer first by delivering a positive and effective end-to-end experience that makes life easier for our customers and leaves them feeling valued.
What is the Customer Experience?
Customer Experience is defined as the sum total of all interactions a customer has with Council and the feelings, emotions and perceptions they experience during these interactions.
Our customers are the best source for insights and feedback, helping to identify opportunities to improve the customer experience.
Council regularly seeks customer feedback through its Voice of the Customer program and has used this feedback to produce this strategy and action plan.
Our Customer Charter
Our Customer Charter outlines what you can expect from us and how you, as a member of the public, can help us to deliver a high standard of customer service.
When dealing with Council, your commitment to us
You will treat our people with respect, provide the correct information at the right time and work collaboratively with us.
Measuring Success
Tracking and reporting on our plan helps us monitor our progress and ensures we are on track to improve the customer experience.
We will demonstrate progress through highlights within Council’s Six Monthly Delivery Program Performance Report and via Community Satisfaction Results. The plan will be reviewed annually in line with Council’s business planning cycle.
For further information
Click here to view a full version of the Customer Experience Strategy.