Customer Experience Strategy survey results for 2025 are in!

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.