Customer Experience - what this means to you


Development of a new Customer Experience Strategy is underway and we need your help and input to make it the best it can be.

Please fill in the very short survey to let us know what you think is important!

We'd like to understand what great a customer experience means for you in your role. We'd also like to know which adjectives best describe a CCC Customer Experience.

This is only the start of gathering staff feedback as there will be further opportunities to contribute to this vital strategy.

BACKGROUND

What is customer experience?

The simple definition is that Customer Experience is the sum of all interactions with Council and the customer’s satisfaction, emotions, and perceptions of Council over the course of those interactions.

Who does this apply to?

The strategy will apply to all of us and we want to hear what you think is excellent! Below are some of the quotes used in the La Trobe Council Customer Experience Strategy which is a strong example from another council. (LCC 2021-2025 – CX Strategy – 190x250mm – FA Digital.pdf (latrobe.vic.gov.au)



Who are our customers?

Residents, property owners, tenants, licence & permit holders, animal owners, business owners, investors, solicitors, developers & builders, private certifiers, planners, plumbers, students, seniors, volunteers, community groups, families, visitors, service requestors, regulators, councillors, staff and you (based on Gold Coast CX strategy - will be refined for our strategy).

What will inform this strategy:

  • customer feedback - primarily the Living in Clarence community survey and the section designed to inform this strategy (we have this)
  • Internal feedback - why we are asking for some initial input today (we need this), along with existing staff culture survey results
  • council strategy, council values and similar - (we have this)
  • industry trends - trends like digitisation, omnichannel, customer centred are some of the common trends (we have this)


LATER: To support the implementation of the Customer Experience Strategy, metrics will need to be developed for the continual evaluation and improvement to ensure we are seeing change and success. Metrics may include all of some of these and more:

  • The customer’s experience (internal and external customers)
  • Customer and employee surveys (including brand image and reputation)
  • Improved usability
  • Consistency and response times
  • Brand image and reputation
  • Regular reviews of progress


Examples from other councils if you are interested in reading more:

LCC 2021-2025 – CX Strategy – 190x250mm – FA Digital.pdf (latrobe.vic.gov.au)

customer-experience-strategy-2019-2024.pdf (goldcoast.qld.gov.au)

Customer Experience Improvement Strategy | City of Boroondara



Development of a new Customer Experience Strategy is underway and we need your help and input to make it the best it can be.

Please fill in the very short survey to let us know what you think is important!

We'd like to understand what great a customer experience means for you in your role. We'd also like to know which adjectives best describe a CCC Customer Experience.

This is only the start of gathering staff feedback as there will be further opportunities to contribute to this vital strategy.

BACKGROUND

What is customer experience?

The simple definition is that Customer Experience is the sum of all interactions with Council and the customer’s satisfaction, emotions, and perceptions of Council over the course of those interactions.

Who does this apply to?

The strategy will apply to all of us and we want to hear what you think is excellent! Below are some of the quotes used in the La Trobe Council Customer Experience Strategy which is a strong example from another council. (LCC 2021-2025 – CX Strategy – 190x250mm – FA Digital.pdf (latrobe.vic.gov.au)



Who are our customers?

Residents, property owners, tenants, licence & permit holders, animal owners, business owners, investors, solicitors, developers & builders, private certifiers, planners, plumbers, students, seniors, volunteers, community groups, families, visitors, service requestors, regulators, councillors, staff and you (based on Gold Coast CX strategy - will be refined for our strategy).

What will inform this strategy:

  • customer feedback - primarily the Living in Clarence community survey and the section designed to inform this strategy (we have this)
  • Internal feedback - why we are asking for some initial input today (we need this), along with existing staff culture survey results
  • council strategy, council values and similar - (we have this)
  • industry trends - trends like digitisation, omnichannel, customer centred are some of the common trends (we have this)


LATER: To support the implementation of the Customer Experience Strategy, metrics will need to be developed for the continual evaluation and improvement to ensure we are seeing change and success. Metrics may include all of some of these and more:

  • The customer’s experience (internal and external customers)
  • Customer and employee surveys (including brand image and reputation)
  • Improved usability
  • Consistency and response times
  • Brand image and reputation
  • Regular reviews of progress


Examples from other councils if you are interested in reading more:

LCC 2021-2025 – CX Strategy – 190x250mm – FA Digital.pdf (latrobe.vic.gov.au)

customer-experience-strategy-2019-2024.pdf (goldcoast.qld.gov.au)

Customer Experience Improvement Strategy | City of Boroondara


  • What does excellent Customer Experience mean to me?

    This is a short poll survey to get a snapshot of what staff across all teams consider to be excellent. What do you personally strive for?

    We have asked a few questions with the only mandatory question being your quote on excellence, There are no right or wrong answers and the feedback will help ensure the strategy is able to consider both community and staff needs and aspirations.

    Take Survey
Page last updated: 26 Mar 2024, 09:33 AM