Customer Experience Strategy 2025-2028

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Tell us your thoughts to help us continue to improve council’s customer experience.

Last year council launched its Customer Experience Strategy 2025-2028 with a vision to make every customer interaction seamless and positive.

The strategy focuses on:

  • Building a customer-centric culture.
  • Improving processes, information and services.
  • Listening to the voice of the customer.
  • Embracing new and emerging technologies.

Your feedback allows us to measure our progress and prioritise improvements. The focus areas identified in 2025 included building a customer-centric culture and optimising processes, information and services. To support this, we have:

  • Introduced an organisation-wide target of 90% for customer requests to be completed within agreed service levels, supported by customer-request reporting dashboards that help teams identify actioned, outstanding and overdue requests.
  • Implemented AI enhancements in Contact Centre software to provide improved data and insights to further improve and train Customer Experience Officers to continually enhance our service delivery and interactions with customers.
  • Implemented a shared knowledge system to support accurate and consistent information sharing to assist council officers and the after-hours digital assistant.
  • Integrated Snap Send Solve with council’s internal software systems for improved triaging and response times.
  • Introduced an after-hours voice assistant that uses council-approved information to triage emergency and non-emergency calls and provide more consistent responses outside standard business hours.

Help us continue to measure our customer experience and improve.

Complete a quick, 3-minute survey and go in the draw to win a $100 gift card.

  • Online survey
  • Hard copy: Request a paper survey from a Customer Service Centre counter.

Consultation closes at 11.59pm on Sunday, October 11, 2026.

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.

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 to help us continue to improve council’s customer experience.

Last year council launched its Customer Experience Strategy 2025-2028 with a vision to make every customer interaction seamless and positive.

The strategy focuses on:

  • Building a customer-centric culture.
  • Improving processes, information and services.
  • Listening to the voice of the customer.
  • Embracing new and emerging technologies.

Your feedback allows us to measure our progress and prioritise improvements. The focus areas identified in 2025 included building a customer-centric culture and optimising processes, information and services. To support this, we have:

  • Introduced an organisation-wide target of 90% for customer requests to be completed within agreed service levels, supported by customer-request reporting dashboards that help teams identify actioned, outstanding and overdue requests.
  • Implemented AI enhancements in Contact Centre software to provide improved data and insights to further improve and train Customer Experience Officers to continually enhance our service delivery and interactions with customers.
  • Implemented a shared knowledge system to support accurate and consistent information sharing to assist council officers and the after-hours digital assistant.
  • Integrated Snap Send Solve with council’s internal software systems for improved triaging and response times.
  • Introduced an after-hours voice assistant that uses council-approved information to triage emergency and non-emergency calls and provide more consistent responses outside standard business hours.

Help us continue to measure our customer experience and improve.

Complete a quick, 3-minute survey and go in the draw to win a $100 gift card.

  • Online survey
  • Hard copy: Request a paper survey from a Customer Service Centre counter.

Consultation closes at 11.59pm on Sunday, October 11, 2026.

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.

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.

  • Customer Experience Strategy survey results for 2025 are in!

    Share Customer Experience Strategy survey results for 2025 are in! on Facebook Share Customer Experience Strategy survey results for 2025 are in! on X (formerly Twitter) Share Customer Experience Strategy survey results for 2025 are in! on Linkedin Email Customer Experience Strategy survey results for 2025 are in! link
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    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.

    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.

Page last updated: 23 Sep 2026, 12:02 PM