Customer Experience Strategy 2025-2028

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Project update

Council conducted a customer experience survey in September 2025 to help our Customer Experience team identify key focus areas and initiatives from the new Customer Experience Strategy that will be implemented over the next three years.

The survey revealed that the level of satisfied customers versus unsatisfied customers is even, with the majority feeling neutral about their customer experience.

The majority of those who responded to the survey also found it difficult to get the help or service they needed from council. However, the open feedback indicated that this help or service regularly relates to other council teams or Councillors.

The focus areas identified for the next year include building a customer-centric culture and optimising processes, information and services.

The customer experience survey will be distributed annually for the duration of the strategy to allow evaluation of how the strategy is improving our customer experience.

See the consultation feedback summary here.

Tell us your thoughts...

Council is excited to announce that we have developed a Customer Experience Strategy, which sets out council's strategic commitment to transforming how we serve our community, and we want to hear more about your customer experience.

The strategies' overarching goal is to optimise interactions between the organisation and its customers, focusing on improving customer satisfaction, loyalty and overall engagement through a structured and systematic approach.

The focus areas below have been identified for council to advance customer experience and ensure, as an organisation, we are on a trajectory of continuous improvement.

Customer Experience: Building a customer-centric culture; Optimising processes, information and services; Listening to the voice of the customer; Embracing new and emerging technologies.

Click here to read the Customer Experience Strategy 2025-2028.

Your feedback will help to inform the implementation of the focus areas identified in the strategy.

The survey closes at 11.59pm on Friday, September 26, 2025.


Stay updated on this project by subscribing to its project update emails. Click the Stay Informed button on this page. You will receive an email afterwards asking you to confirm your subscription.

Project update

Council conducted a customer experience survey in September 2025 to help our Customer Experience team identify key focus areas and initiatives from the new Customer Experience Strategy that will be implemented over the next three years.

The survey revealed that the level of satisfied customers versus unsatisfied customers is even, with the majority feeling neutral about their customer experience.

The majority of those who responded to the survey also found it difficult to get the help or service they needed from council. However, the open feedback indicated that this help or service regularly relates to other council teams or Councillors.

The focus areas identified for the next year include building a customer-centric culture and optimising processes, information and services.

The customer experience survey will be distributed annually for the duration of the strategy to allow evaluation of how the strategy is improving our customer experience.

See the consultation feedback summary here.

Tell us your thoughts...

Council is excited to announce that we have developed a Customer Experience Strategy, which sets out council's strategic commitment to transforming how we serve our community, and we want to hear more about your customer experience.

The strategies' overarching goal is to optimise interactions between the organisation and its customers, focusing on improving customer satisfaction, loyalty and overall engagement through a structured and systematic approach.

The focus areas below have been identified for council to advance customer experience and ensure, as an organisation, we are on a trajectory of continuous improvement.

Customer Experience: Building a customer-centric culture; Optimising processes, information and services; Listening to the voice of the customer; Embracing new and emerging technologies.

Click here to read the Customer Experience Strategy 2025-2028.

Your feedback will help to inform the implementation of the focus areas identified in the strategy.

The survey closes at 11.59pm on Friday, September 26, 2025.


Stay updated on this project by subscribing to its project update emails. Click the Stay Informed button on this page. You will receive an email afterwards asking you to confirm your subscription.

  • CLOSED: This survey has concluded.

    Tell us your thoughts on our customer experience

    The survey closes at 11.59pm on Friday, September 26, 2025.

    If you have a question, call the Community Engagement team on 1300 MACKAY (622 529) or email engagement@mackay.qld.gov.au

    Personal details are not used in the results of surveys; however, some survey questions may capture identifying information. Responses in the below survey are purely voluntary. Participating in this survey indicates that you accept that this information may be publicly displayed and analysed by both authorised council employees and relevant third-party consultants. Except as otherwise stated, the personal information you choose to provide will only be used for the purpose for which it was provided and will not be disclosed to other persons or organisations without prior consent or where it is required by law.

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Page last updated: 06 Feb 2026, 03:54 PM