FAQs

We incorporated a range of customer feedback in the development of this Strategy. We reviewed existing customer data and feedback, and sought new feedback to ensure our findings were current and valid. If you don’t feel that the specific feedback you have provided on customer experience is reflected in the Draft CX Strategy, we welcome and encourage you to submit your feedback as part of this consultation process.

The in-depth customer research included (but was not limited to):

• A comprehensive review of historical customer data and CX reporting
• Thirty-three in-depth, face-to-face interviews with a diverse sample of customers and Council stakeholders
• Three-hundred and thirty-two submissions from customers and Council staff via a survey aimed at evaluating the CX performance of Council and identifying gaps and opportunities for improvement
• Observational research over a two-week period, to capture detailed customer interaction data.

The Principles are defined as:

• Inclusive: accessible services and information
• Transparent: open and honest communication
• Reliable: consistent and dependable service delivery
• Understanding: Empathetic and attentive in every interaction
• Simple: easy and straightforward processes
• Timely: quick and efficient service solutions.

It is recommended to view the Customer Experience Strategy document as a ‘booklet’. You can do this by changing the page view to ‘two-page view’ if this is not already your default view.  This is particularly helpful when reading through the ‘Our Implementation Plan’ section.

Each proposed action or initiative in the Draft Strategy are listed as either 'funded' or 'unfunded'. This is intended to highlight whether an action or initiative can be delivered within the adopted budget. Any project identified in the final CX Strategy that requires funding beyond Council’s adopted budget will be considered as part of Council’s annual Delivery Program, Operational Plan and budget processes.

The specifics of what will be reported on, measured and shared have not yet been finalised until the actions themselves are complete, once consideration has been given to feedback received during the consultation phase. However, there is a clear commitment from Council to establish, implement and share a range of CX performance metrics with our community.