Customer Experience Strategy 2025-2028

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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.

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.

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.

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.

  • 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: 08 Sep 2025, 05:05 PM